Customer Success Manager, Senior Manager - Global Public Sector (State & Local)

Applications for this position will be accepted on an ongoing basis. Description The Experience 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 functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

What You'll Actually Be Doing • Own the end-to-end Signature Success experience for a portfolio of high-value customers — coordinating all deliverables, tracking health metrics, and ensuring customers realize measurable business value throughout the lifecycle.

• Build and maintain trusted relationships with business and technical stakeholders, including executive leadership, by 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.

We are looking for candidates who have experience supporting customers in the following industries:

State & Local / Education (SL/ED) – Partner with state governments, municipalities, counties, and K-12/higher education institutions to modernize legacy systems and enhance constituent engagement, requiring understanding of diverse regulatory environments and budget cycles across jurisdictions.

This is an Individual Contributor position.

Requirements: • You have 10+ years of experience in Customer Success, SaaS platform management, or a related field, with a track record of driving business value for enterprise customers.

• You can translate complex technical concepts into clear business terms and confidently navigate conversations with both technical teams and C-level stakeholders.
• You have hands-on experience with Salesforce Service Cloud, including features such as Omni-Channel, Digital Engagement, or Service Cloud Voice.
• Experience will be evaluated based on alignment to the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Position requirements: Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time.

Preferred: • You hold a Salesforce Service Cloud Consultant or Administrator certification (additional certifications such as AI Associate, Data Cloud, or Agentforce Specialist are a bonus).

• You have experience working with customers in regulated or complex industries such as K-12 or higher education.
• You're familiar with Einstein AI for Service, including case routing, chatbots, or predictive service capabilities.
• You have experience using AI tools to streamline customer success workflows, such as automated health monitoring, meeting summaries, or success plan generation.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. 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.