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Customer Success Manager, Director
4 weeks ago
Customer Success Manager, Director (Public Sector) Join to apply for the Customer Success Manager, Director (Public Sector) role at Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action, technology meets trust, and innovation isn’t a buzzword—it’s a way of life. The world of work is changing, and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all. We want a driven Customer Success Manager, Director to serve as the primary point of contact for Salesforce’s largest and highest‑profile public‑sector customers. In this role you will partner with a small number of assigned accounts, maintain a continual focus on the customer’s business goals, improve their technical and operational health, and help them realize maximum value from their Salesforce investment. Responsibilities Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion. Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision‑makers within customer organizations that have purchased Signature. Help your customers achieve their business goals and outcomes on the Salesforce platform by: Coordinating the completion of the Signature Success catalog of services as required for your customer. Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer. Acting as an advisor for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer’s implementation. Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success. Act as an advocate for customers during the triage and resolution of high‑severity cases to assist with the timely resolution of these issues. Serve as the main technical interface for your customers, acting as the point of contact for any major incidents by owning expectations and communications through to resolution. This requires close collaboration with both internal and external stakeholders, including partners and ISVs, to fully address customer needs. The CSM may be required for occasional travel to customer sites and may need to be available for some after‑hour or weekend coverage depending on the customer’s needs. Minimum Requirements Reliability security clearance. Minimum of 10 years of work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture. 8+ years of experience in management consulting / consulting services. Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C‑level. Skills for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features. Ability to explain complex technical concepts in business‑friendly terms to customers, then explain customer needs to internal partners. Knowledge of software development process and design methodologies. Experience leading efforts of cross‑functional teams to facilitate resolution or disposition of customer needs or projects. Preferred Requirements Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, B2C Commerce Developer, Marketing Cloud Administrator, Consultant, Email Specialist, Engagement Consultant). Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Experience working with Enterprise‑level customers. Fluent in French and English. Accommodations: If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All decisions at Salesforce are fair and based on merit, free from discrimination on the basis of race, religion, color, national origin, sex, sexual orientation, gender identity, disability, veteran or marital status, political viewpoint, or other classifications protected by law. #J-18808-Ljbffr
