Customer Success Manager - Global Public Sector

Role Description

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high‑value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role extends the customer’s workforce and acts as a trusted advisor, providing guidance and advice to client organizations, identifying and addressing both technical and business concerns, and aligning them strategically with customer priorities.

Responsibilities

• Serve as the single point of customer accountability for all Signature deliverables, overall experience, renewal, and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Collaboratively manage Business and Technical stakeholders, aligning business value and technical goals with the Signature offer.
• Prioritize urgent work activities, organize tasks to avoid missing key steps, and craft basic plans to focus time on assigned tasks.
• Utilize internal resources to increase effectiveness and seek guidance on priority problems from managers or mentors.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni‑channel routing.
• Share best practices for sales and service process optimization, data quality, and customer experience.

Strategic Advisory and Stakeholder Management

• Drive adoption of Sales and Service Cloud features across reps, agents, managers, supervisors, and operations teams.
• Track usage metrics such as opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
• Develop and maintain strong relationships at key stakeholder levels, including executive‑level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions.
• Solidify partnership commitments and drive innovation aligned with customers’ business challenges.
• Increase customer engagement with products and services, and identify major impediments to success.
• Partner with experienced team members to solve complex problems and develop strategic success plans as needed.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
• Identify under‑utilization of contracted entitlements and align platform features with customer priorities to increase throughput.

Technical Health, Adoption, and Risk Management

• Demonstrate AI literacy: use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Apply prompt engineering basics to guide AI agents with natural‑language commands for accurate customer data retrieval and success plan drafting.
• Monitor AI‑driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Pursue “Agentblazer” training and certifications to stay current on autonomous agent capabilities.
• Use product knowledge to address technical concerns and align platform features with roadmap priorities.
• Monitor quarterly, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Act as the primary interface for major incidents (e.g., checkout failures, email deliverability drops) to protect peak revenue.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer relationships for success and revenue opportunities.
• Develop clear engagement plans, communicate proactively with collaborators, and keep the customer goal central to decision‑making.
• Escalate complex automation, data model, routing, or integration questions to technical resources.

Minimum Requirements

• 3+ years of relevant industry experience in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills with the ability to drive business value, facilitate discussions, handle objections, and influence C‑level conversations.
• In-depth industry knowledge and an understanding of the broad impact on customer business.
• Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
• Proactive learner who seeks relevant activities and mentors to accelerate personal development.

Must Have Cloud/Platform Requirements

• 3-4 years supporting customers using Sales Cloud or Service Cloud.
• Working knowledge of core features:
  • Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards.
  • Service Cloud: Cases, Knowledge, Queues, Service Console, Omni‑Channel routing.
  • Understanding of sales (lead‑to‑cash, opportunity management, pipeline) and service (case management, escalation, SLA) processes.
  • Familiarity with Sales Cloud automation (workflows, process builder, flows) and Service Cloud automation (email‑to‑case, web‑to‑case, assignment rules, macros).
  • Demonstrated ability with Lightning Sales/Service Console and mobile app.
  • Knowledge of common sales (territory management, lead assignment, opportunity stages) and services (case deflection, knowledge management, multi‑channel support) use cases.

Preferred Requirements

• Professional fluency in English and French.
• Higher education or public sector experience.
• Sales Cloud Consultant and Service Cloud Consultant certifications.
• Additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
• Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Einstein for Service (case classification, article recommendations, next‑best actions).
• Understanding of Salesforce integration with marketing automation, telephony, chat, messaging, and self‑service portals.
• Driven learner who seeks growth opportunities and mentorship.

Note: this role is office‑flexible, with the expectation of in‑office presence at least three (3) days per week.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

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Posting Statement

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. All decisions are made 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.

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