Customer Success Manager - Global Public Sector

Overview

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 the Salesforce platform. The CSM acts as an extension of the customer’s workforce and a trusted advisor, addressing technical and business concerns and aligning them with customer priorities, projects, and problems.

• Own the end-to-end Signature Success experience for a portfolio of high-value customers — coordinate all deliverables, track health metrics, and ensure customers realize measurable business value throughout the lifecycle.
• Build and maintain trusted relationships with business and technical stakeholders, including executive leadership, aligning Salesforce capabilities to each customer’s strategic priorities and roadmap.
• Proactively identify adoption gaps, monitor platform health, and deliver tailored recommendations that drive feature utilization, stability, and performance.
• Partner cross-functionally with Sales, Engineering, and Product to resolve escalations, manage major incidents, and surface expansion and renewal opportunities.
• Support customers in industries such as Education and State & Local Governments, understanding regulatory environments and budget cycles across jurisdictions.

• Education – K-12 and higher education modernization and constituent engagement
• State & Local / Education (SL/ED) – government and education sector modernization

• 3+ years of experience in Customer Success, SaaS platform management, or related field with a track record of driving business value for enterprise customers.
• Ability to translate complex technical concepts into clear business terms and engage with both technical teams and C-level stakeholders.
• Hands-on experience with Salesforce Service Cloud, including Omni-Channel, Digital Engagement, or Service Cloud Voice.
• Alignment with the company Values & Behaviors through prior leadership, volunteer roles, or equivalent experience.
• Legal authorization to work in the U.S. (visa sponsorship not available for this position).

• Salesforce Service Cloud Consultant or Administrator certification (additional certifications such as AI Associate, Data Cloud, or Agentforce Specialist are a bonus).
• Experience with customers in regulated or complex industries (K-12 or higher education).
• Familiarity with Einstein AI for Service (case routing, chatbots, predictive service).
• Experience using AI tools to streamline CS workflows (health monitoring, meeting summaries, success plan generation).

Joining Salesforce offers opportunities to grow, with benefits and AI-enabled tools that accelerate impact. Salesforce aims to empower you to shape the future and support organizations of all sizes.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants. We are committed to equality and inclusive workplace practices, and prohibit discrimination based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran or marital status, political viewpoint, or other protected classifications. This policy applies to all aspects of employment and compensation, and to recruitment, hiring, job assignments, promotions, benefits, and terminations.

In the United States, compensation will be determined by location, job level, knowledge, skills, and experience. The typical base salary range is provided, with location-specific variations where applicable. Benefits include time off, medical/dental/vision, mental health support, parental leave, life and disability insurance, 401(k), and an employee stock purchase program. Details are available at the Salesforce benefits site.