Senior Customer Success Manager, Core Clouds - Public Sector

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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.

Customers who need to drive the most value out of Salesforce rely on the Signature Success program and team. Signature Success aligns on each customer’s needs, strategic objectives, and maturity. Customers are then supported through long-term plans that align the right people, skills, coaching, and oversight to help customers achieve tangible results through Salesforce products. Insights and analysis are provided along the way to drive holistic support. The primary orchestrators driving Signature delivery are our talented Customer Success Managers (CSM).

The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs. Candidate should have a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. CSM Directors are able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. They will also hire, coach, manage, and support a team of individuals with a variety of backgrounds. The primary responsibility of the CSM Director is to accomplish Signature delivery across a given book of business, through their CSM team. This role requires customer centricity, teamwork, resourcefulness, flexibility, and a highly driven demeanor. Success in this role is measured by customer and employee sentiment, retention of business, and growth of customers through their business objectives.

Responsibilities

• Lead a team of CSMs, fostering personal growth and customer-facing excellence.

• Execute strategies for Signature Success delivery as a member of the Salesforce and CSM team.

• Address and resolve customer escalations as a leader representing Salesforce.

• Partner across peer organizations to consistently deliver against customer objectives as a team.

• Monitor key performance indicators across a book of business, taking action and coaching CSMs ad hoc.

• Manage CSM allocations, and synchronize additional resources required within and across your accounts.

• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.

• Partner with recruiting teams to orchestrate impactful talent acquisition events.

• Ensure CSMs are proficient and supported through change management, new initiatives, and tooling.

• Proactively communicate market, industry, trends, risks, and opportunities to your team and your leadership.

• Use data and anecdotal feedback to support decisions and continued success and growth of our people.
   

Preferred Qualifications and Skills

• Possess a minimum of 5+ years in leadership roles with experience in customer success and team management.

• Demonstrate excellent communication skills across a variety of audiences.

• Showcase a track record in talent management, including recruitment, retention, and development.

• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.

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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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.