Customer Success Manager, MuleSoft/ API Solutions

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level‑up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Overview of the Role

For our customers who wish to get the most value out of MuleSoft, they purchase our Signature Success Plan — our high end service offering designed to maximise platform health, drive adoption, and deliver measurable business value. Signature drives the right insights and people at the right time — which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and the dedicated expertise to ensure your MuleSoft investment delivers at every opportunity.

Responsibilities

• Serve as the single point of customer accountability responsible for the overall adoption of MuleSoft, orchestration of all Signature deliverables, customer experience, renewals and expansion.
• Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision‑makers within customer organisations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the MuleSoft platform by coordinating the completion of the Signature Success catalog of services, providing timely, proactive MuleSoft feature guidance based on the areas of interest for your customer, acting as an advisor to your customers for MuleSoft adoption, identifying new use cases, potential challenges and risks to your customer's implementation.
• Lead customers through their AI adoption journey on MuleSoft — demonstrate agentic capabilities to customer stakeholders and executive sponsors, position MuleSoft as the integration backbone for AI‑powered architectures, and guide customers in adopting MuleSoft Agent Fabric and Agentforce integration patterns.
• Communicate the value of Signature Success and MuleSoft, ensuring all collaborators understand this value so customers can renew Signature Success.
• Act as an advocate for customers during triage and resolution of high‑severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites, depending on the customer's need.
• Be accountable for driving customer health and adoption scores, Signature renewal rates, attrition avoidance, and expansion pipeline contribution.

Required Qualifications

• Minimum of 7 years of work experience including demonstrated hands‑on experience with MuleSoft or an equivalent iPaaS/integration platform, complemented by one or more of the following: Technical Customer Success, project leadership, change management, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with MuleSoft and/or a relevant competing platform or integration, with the ability to independently build and deliver product demonstrations to technical and executive audiences.
• Demonstrated commercial acumen — proven ability to manage renewal risk, identify expansion signals, and partner with sales to protect and grow the customer's MuleSoft footprint.
• Comfort navigating value conversations with economic buyers.
• Excellent communication and presentation skills, with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C‑level.
• Skills for analysing technical concepts, translating them into business terms, and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business‑friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.

Preferred Qualifications

• Industry expertise — familiarity with one or more key Italian/Southern European verticals: manufacturing, utilities, financial services, insurance, or retail.
• Ability to speak the customer's business language beyond technical topics.
• MuleSoft platform depth — MuleSoft certifications (Integration Architect, Platform Architect, or Developer) are a strong plus.
• Hands‑on experience with Anypoint Platform (design, deploy, monitor) enables more credible advisory conversations with customer technical teams.
• Enterprise architecture knowledge—understanding of API‑led connectivity, microservices, event‑driven architectures, and hybrid cloud/on‑prem integration patterns.
• Ability to review a customer's architecture and identify adoption risks or optimisation opportunities.
• Salesforce ecosystem familiarity—knowledge of Salesforce CRM, Data Cloud, or Service Cloud is advantageous.
• Understanding of how MuleSoft fits within the broader Salesforce platform and how it connects to customer's Salesforce investments.
• AI literacy and willingness to grow — foundational understanding of AI/ML concepts, large language models, and agentic architectures.
• Enthusiasm for learning and adopting MuleSoft's AI strategy (including MuleSoft Agent Fabric and Agentforce integration patterns) is expected.
• The CSM will be required to demonstrate AI‑powered MuleSoft capabilities to customer stakeholders and executive sponsors, and to proactively guide customers through their AI adoption journey on the platform.
• Multilingual — Italian is required. English is mandatory. Additional language skills (Spanish, French, or Arabic) are an asset given the breadth of the South EMEA operating unit.
• Pre‑sales or solution engineering exposure — prior experience in a pre‑sales, solution engineering, or technical advisory capacity is a plus.
• Project and programme management—familiarity with structured delivery methodologies (Agile, SAFe, PMI).
• Ability to hold customers accountable to a success plan and manage multiple concurrent workstreams.

Location and Travel

This is an office‑flexible role with the expectation of being in‑office in Rome or Milan three days a week. The CSM may be required for occasional travel to customer sites depending on the customer's need.

Languages

• Italian (required)
• English (mandatory)
• Spanish, French, or Arabic (additional asset)

Equal Opportunity Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.