Curious if anyones worked as a Customer Success Manager for Salesforce or their subsidiaries (Slack, Tableau etc) wondering if the position is more about driving User adoption, as compared to securing new business/new user base? Received offer recently for a CSM role within one of Salesforce’s subsidiaries.

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Customer-facing roles in SF are always about generating sales, regardless of the trappings or the marketing-speak about customer success. That has been the long-running fight for at least the last 6 years. Someone very senior in leadership doesn't believe CSMs add enough value to justify the cost. We were always being asked to track new metrics to try to prove we were a value-add (even attaching our activities to Opportunities), but ultimately, they decided to gut the organization.

I'm not saying not to do it... But go in with a realistic understanding of how non-critical CSMs are viewed in the C-Suite. If they feel the need to cut headcount again, CSMs are high on the list.

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