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.

• 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.

• 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.

• Demonstrate AI literacy: use AI agents to automate routine tasks such as meeting summaries, Q  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 “Agent blazer” 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.

• 3+ years of relevant industry experience in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills with the…