Customer Success Manager - Public Sector (MuleSoft)

Description What You’ll Be Doing & Why It Matters

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 MuleSoft Anypoint Platform. This role functions as an extension of the customer’s workforce and a trusted advisor, identifying and addressing technical and business concerns and aligning them strategically with customer priorities, projects, and problems.

We are looking for candidates who have experience supporting customers in one or more of the following areas of Global Public Sector:

• 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.
• State, Local and Higher Education (SLED) – Work with state and local government agencies and educational institutions (K-12 and higher ed).

This is an Individual Contributor position. This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

Core Responsibilities & Scope

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Align with and manage both business and technical stakeholders, aligning business value and technical goals to the Signature offer.
• Prioritize urgent work, organize tasks to avoid missing key steps, and use internal resources, managers, and mentors to increase effectiveness.

Strategic Advisory and Stakeholder Management

• 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 building trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
• Solidify partnership commitments, drive innovation aligned with customers’ business challenges, and identify major political barriers to customer success.
• Partner with more experienced team members, Sales, Engineering, and Product Management to solve complex problems, develop strategic success plans, and coordinate customer relationships for success and revenue opportunities.
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.

Technical Health, Adoption, and Risk Management

• Drive adoption of Anypoint Platform capabilities with integration teams, developers, and business users, and share MuleSoft best practices and use cases.
• Conduct enablement sessions on MuleSoft features and on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing, and share best practices for sales and service process optimization, data quality, and customer experience.
• Track usage metrics (API calls, integration flows, connector usage, opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).
• Conduct quarterly reviews of feature usage and trends, provide tailored release recommendations, and identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) to ensure stability, performance, and increased throughput, including tools like Journey Builder or Commerce Promotions.
• Apply product knowledge to ask effective diagnosis questions, address technical concerns, and align platform features with customer priorities and roadmaps.
• Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue, and escalate complex automation, data model, routing, or integration questions to technical resources.

AI Fluency

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out “Agentblazer” training and certifications to stay current on autonomous agent capabilities.

Minimum Requirements

• 3+ years of relevant industry experience in Customer Success, SaaS platform use, or related fields, including 3-4 years supporting the MuleSoft Anypoint Platform (Runtime Manager, API Manager, Exchange, Design Center).
• MuleSoft Integration Associate and Developer certifications.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
• Industry-relevant expertise, with an understanding of the broad impact of the industry on the customer’s business.
• Understanding of API lifecycle management (design, deploy, manage, monitor), API-led connectivity (system, process, experience APIs), and pre-built connectors (Salesforce, SAP, databases, SaaS apps).
• Basic knowledge of REST APIs and API security, and familiarity with common integration use cases and API design best practices.
• Actively seek out learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development.

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

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.