Customer Success Manager - Public Sector

Description The Experience

The Customer Success Manager is a strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. As a primary strategic partner focused on the customer’s business goals, this role improves their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• Federal Civilian (FedCiv) – Work with non-defense federal agencies (such as Health & Human Services, Commerce, and Transportation) to drive digital transformation initiatives that improve citizen services, requiring knowledge of federal procurement processes and the ability to obtain a Public Trust clearance.

What You'll Actually Be Doing

Strategic Accountability and Account Leadership

• Engage clients based on calculated ROI, and craft a clear engagement charter with specified goals and metrics to align internal and external teams.
• Own the Signature experience across complex, multi-org customers, integrating customer priorities and timelines into comprehensive success plans.
• Act as the central resource for the team and the customer, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.

Trusted Advisory and Executive Influence

• Cultivate relationships with customer IT and business executive leadership, and drive consensus among key internal and external stakeholders.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations that advance the customer’s core business goals.

Domain Expertise and Risk Mitigation

• Identify problems early and use the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk, questioning assumptions to uncover root causes.
• Guide customers through AI governance frameworks, Trust Layer best practices, and safety-by-design principles.

You're Our Person If...

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.

Cloud/Platform Requirements:

• 5-6 years experience supporting customers using Sales Cloud and Service Cloud.
• Working knowledge of core features:Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & DashboardsService Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing

Even Better If...

• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position. 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.