Customer Success Manager, MuleSoft/ API Solutions

Customer Success Job Details

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.

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, unlocking our deepest level of partnership, most skilled expertise, and dedicated expertise to ensure your MuleSoft investment delivers at every level.

The Customer Success Manager serves as the strategic advisor and accountable partner for MuleSoft Signature customer organisations. They orchestrate all deliverables their customer is entitled to, coordinating the day‑to‑day customer Signature experience from onboarding through to signature contract renewal and growth opportunities. They develop deep relationships with customer team members to improve implementation health & adoption, and with executives to influence strategy around API, Integration & AI. This role partners across MuleSoft to provide a unified Signature experience. The MuleSoft Customer Success Manager in the South European operating unit supports Spanish, Italian, African, Middle East and Emerging markets’ Signature customers.

• 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 business goals and outcomes on the MuleSoft platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive MuleSoft feature guidance based on the areas of interest for your customer.
• Acting as an advisor for MuleSoft adoption, identifying new use cases and potential challenges and risks to implementation.
• Lead customers through their AI adoption journey on MuleSoft — demonstrate agentic capabilities to stakeholders and executives, 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 collaborators understand this value so customers renew Signature Success.
• Advocate for customers during triage and resolution of high‑severity cases to assist with timely resolution.
• May require occasional travel to customer sites depending on customer’s needs.

Expected to drive customer health and adoption scores, Signature renewal rates, attrition avoidance, and expansion pipeline contribution.

• Minimum 7 years of work experience with hands‑on experience with MuleSoft or an equivalent iPaaS/integration platform, complemented by experience in technical customer success, project leadership, change management, technology solutions development, technical solutions, or solutions architecture.
• Experience with MuleSoft and/or a relevant competing platform and 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 grow the customer’s MuleSoft footprint.
• Excellent communication and presentation skills, able to influence effectively at all levels, including executive and C‑level.
• Analytical skills to translate technical concepts into business terms and map business requirements into technical features.
• Ability to explain complex technical concepts in business‑friendly terms to customers and translate customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading cross‑functional teams to resolve customer needs or projects.

• Industry expertise – familiarity with key Italian/Southern European verticals: manufacturing, utilities, financial services, insurance, or retail. Ability to speak customer 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) strengthens advisory conversations.
• 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 optimisations.
• Salesforce ecosystem familiarity – knowledge of Salesforce CRM, Data Cloud or Service Cloud, and understanding how MuleSoft fits within the broader Salesforce platform.
• AI literacy – foundational understanding of AI/ML concepts, large language models and agentic architectures; enthusiasm for learning and adopting MuleSoft’s AI strategy.
• Multilingual – Italian required, English mandatory, additional Spanish, French or Arabic an asset for South EMEA operating unit.
• Pre‑sales or solution engineering exposure – prior experience in a pre‑sales or technical advisory capacity is a plus.
• Project and programme management – familiarity with Agile, SAFe, PMI or similar methodologies; ability to hold customers accountable to success plan and manage multiple concurrent workstreams.

Note: This is an office‑flexible role. The expectation is to be in‑office in Rome or Milan three days a week.

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

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All decisions are based on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, disability, veteran or marital status. Recruiting, hiring, and promotion decisions are fair and based on merit.