Customer Success Manager (Core Clouds) - Public Sector, Nonprofit

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Job Category

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.

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.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. 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 tools to stay agile.

The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and growth opportunities. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

The Customer Success Manager in the Public Sector operating unit supports federal civilian signature customers. They understand that supporting government customers requires a comprehensive understanding of government processes, regulations, and compliance requirements. Strong problem-solving abilities are necessary for navigating public sector challenges and finding innovative solutions. 

Your Impact

• Effectively aligns with and manages both Business & Technical Stakeholders around customer goals ensuring value is delivered through Signature

• Salesforce Core Product expertise as well as industry-relevant expertise

• Single point of customer relationship accountability covering only Signature-entitled customers building and maintaining strong, trusted relationships

• Authority in orchestrating technical resources & delivering technical information

• Drives Customer Success Score metrics for customers and handles Escalations and Red Accounts

• Possesses basic knowledge of customer’s tech stack and relevant Salesforce certifications

Preferred Qualifications & Skills

• Experienced professional with 5+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture

• Strong knowledge of Salesforce product and platform features, capabilities, and use cases

• Salesforce product certifications are strongly desired (Salesforce Administrator, Sales Cloud Consultant, Service Cloud consultant , Salesforce AI Associate, and any other relevant Salesforce certifications).

• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers

• Outstanding communication and presentation skills with a demonstrated track record of influencing effectively at all levels of the organization

• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

• Knowledge in one or more lines of business (LoBs)

• Highly adept at working autonomously, demonstrating initiative and ownership in driving projects forward.

• Proven ability to collaborate effectively with cross-functional teams, including sales, marketing, product development, and customer support, to ensure seamless customer experiences and drive business outcomes.

• Problem-solving and solution-oriented. Track record of identifying customer challenges, developing creative solutions, and implementing strategies to overcome obstacles and achieve desired results.

• Committed to continuous learning and adaptability, ongoing professional development, staying abreast of industry trends, emerging technologies, and best practices

• Proficiency in leveraging data and analytics to inform decision-making processes, track performance metrics, and drive continuous improvement initiatives.

• Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Note: This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue/Seattle, Chicago/Indianapolis, Atlanta).

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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. 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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

For Washington-based roles, the base salary hiring range for this position is $133,400 to $183,500.

For Illinois based roles, the base salary hiring range for this position is $133,400 to $183,500.