Customer Success Manager

About Flosum

Flosum is a leading Salesforce-native DevOps platform that enables enterprises to manage and accelerate their Salesforce development lifecycle with security, compliance, and efficiency at scale. Built entirely on Salesforce, Flosum empowers teams to streamline releases, improve governance, and drive faster innovation.

Role Overview

We are seeking a highly motivated and strategic Customer Success Manager (CSM) to join our growing team. In this role, you will own relationships with a portfolio of customers, ensuring they realize maximum value from Flosum’s platform.

You will act as a trusted advisor to Salesforce administrators, developers, and IT leaders, guiding them through onboarding, adoption, and long-term success. This role is critical in driving retention, expansion, and customer advocacy.

Key Responsibilities

Customer Relationship Management

• Own and manage a portfolio of smb and mid-market customers
• Build strong relationships with key stakeholders, including Admins, DevOps leaders, and executives
• Act as the primary post-sales point of contact

Onboarding & Adoption

• Lead onboarding and implementation in partnership with Technical Account Managers (TAMS)
• Define success plans aligned to customer goals and use cases
• Drive product adoption and ensure customers are leveraging key Flosum capabilities

Value Realization & Strategy

• Help customers mature their Salesforce DevOps processes
• Identify gaps in release management, governance, and compliance workflows
• Provide strategic guidance and best practices

Renewals & Expansion

• Partner with Renewal Managers to support renewals and identify upsell/cross-sell opportunities
• Monitor account health and proactively mitigate risk
• Drive customer outcomes that lead to expansion

Cross-Functional Collaboration

• Partner with Product to relay customer feedback and influence roadmap
• Work with Support to ensure timely resolution of issues
• Collaborate with Marketing on customer advocacy (case studies, references)