Customer Success Manager, MuleSoft/ API Solutions

Customer Success

For customers who want to maximize the value of MuleSoft, the Signature Success Plan delivers high‑end services to drive platform health, adoption, and measurable business value. This role provides a deep, strategic partnership by coordinating all Signature deliverables from onboarding through renewal and expansion, ensuring a unified, superior customer experience.

Responsibilities

• Serve as the single point of accountability for overall adoption, Signature deliverables, customer experience, renewals, and expansion.
• Build and maintain relationships with IT, business leaders, sponsors, and decision‑makers in Signature‑purchasing organizations.
• Help customers achieve business goals by coordinating the Signature Success catalog, providing proactive MuleSoft feature guidance, and advising on adoption, new use cases, challenges, and risks.
• Guide customers through AI adoption on MuleSoft, demonstrating agentic capabilities, positioning MuleSoft as the integration backbone for AI‑powered architectures, and supporting adoption of MuleSoft Agent Fabric and Agentforce integration patterns.
• Communicate the value of Signature Success and MuleSoft to ensure renewal and growth.
• Advocate for customers during high‑severity case triage and resolution.
• Travel to customer sites as required.

Success will be measured by customer health and adoption scores, Signature renewal rates, attrition avoidance, and expansion pipeline contribution.

Required Qualifications

• Minimum 7 years of experience with MuleSoft or an equivalent iPaaS/integration platform, plus experience in technical customer success, project leadership, change management, technology solutions development, technical solutions, or solutions architecture.
• Experience building and delivering product demonstrations to technical and executive audiences.
• Commercial acumen to manage renewal risk, identify expansion signals, and partner with sales to protect and grow the customer’s MuleSoft footprint.
• Excellent communication and presentation skills at all levels, including executive and C‑level.
• Ability to analyze technical concepts, translate them into business terms, and map business requirements into technical features.
• Strong knowledge of software development processes and design methodologies.
• Experience leading cross‑functional teams to resolve or disposition customer needs or projects.

Preferred Qualifications

• Industry expertise in key Italian or Southern European verticals such as manufacturing, utilities, financial services, insurance, or retail, with ability to speak the customer’s business language beyond technical topics.
• MuleSoft platform depth, including certifications such as Integration Architect, Platform Architect, or Developer, and hands‑on experience with Anypoint Platform.
• Enterprise architecture knowledge covering API‑led connectivity, microservices, event‑driven architectures, and hybrid cloud/on‑prem integration patterns.
• Knowledge of the Salesforce ecosystem (CRM, Data Cloud, Service Cloud) and how MuleSoft integrates with it.
• AI literacy and willingness to grow; understanding of AI/ML concepts, large language models, and agentic architectures; enthusiasm for learning MuleSoft’s AI strategy.
• Multilingual – Italian required, English mandatory, additional languages (Spanish, French, Arabic) assets.
• Pre‑sales or solution engineering exposure, with ability to run compelling product demonstrations and articulate business value in a sales context.
• Project and programme management experience with Agile, SAFe, or PMI methodologies.

Office‑flexible role: expected presence in office in Rome or Milan three days a week.

Accommodations

If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.

Equal Opportunity Employment

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All assessments are based on 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 any other protected classification. Policies apply to all aspects of employment, including recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and related areas.