Customer Success Manager - Global Public Sector (State & Local Gov)
Salesforce, Indianapolis, IN, United States
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category Customer Success
Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing, and we are seeking Trailblazers who are passionate about AI, innovation, and delivering Salesforce values. Applications for this position will be accepted on an ongoing basis.
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. The CSM acts as an extension of the customer’s workforce and trusted advisor, addressing technical and business concerns and aligning them with customer priorities, projects, and problems. Experience supporting customers in one or more of the following industries is preferred: State & Local Government – modernizing legacy systems and enhancing constituent engagement across jurisdictions.
This is an Individual Contributor position.
Your Impact
Customer Accountability and Value Alignment: Serve as the single point of accountability for all Signature deliverables, the overall customer experience, renewal and expansion.
Coordinate all deliverables entitled to the customer, overseeing the Signature lifecycle experience.
Apply processes to address customer needs and ensure value from the Signature offer.
Align with Business and Technical Stakeholders to balance Business Value and Technical Goals.
Prioritize urgent work, organize tasks, and create plans while taking ownership of assigned tasks.
Use internal resources and seek guidance from managers or mentors on priority problems.
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.
Strategic Advisory and Stakeholder Management
Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, CSAT).
Develop and maintain relationships at key stakeholder levels, including executive relationships within customer IT and business leadership.
Act as a trusted advisor by understanding the customer’s business model and applying proven solutions.
Solidify partnerships and drive innovation aligned with customer challenges.
Improve customer engagement with products and services and identify barriers to success.
Collaborate with more 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.
Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.
Technical Health, Adoption, and Risk Management
AI Literacy: Proficiency in using AI agents to automate routine tasks (e.g., meeting summaries, QBR data collection, health monitoring).
Prompt Engineering Basics: Use natural-language commands to guide AI agents in retrieving data and drafting success plans.
AI Engagement Monitoring: Use AI-driven sentiment analysis to flag concerns for human intervention.
Collaborative Learning: Pursue training and certifications to stay current on autonomous agent capabilities.
Learning & Development: Apply product knowledge to address technical concerns and align features with customer priorities and roadmaps.
Monitor and review quarterly trends, providing tailored release recommendations to ensure stability and performance.
Serve as the primary interface for major incidents to protect peak revenue.
Forge relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan client engagements with clear communication and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.
Minimum Requirements
3+ years of relevant experience in Customer Success, SaaS platform use, or related fields.
Strong consulting skills to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise and the ability to understand the broad impact on the customer’s business.
Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
Proactive learning mindset and willingness to seek mentors to accelerate development.
Cloud/Platform Requirements Included
3-4 years of deep Salesforce Service Cloud experience.
Knowledge of advanced Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning.
Preferred Requirements
Service Cloud Consultant certifications.
Salesforce Admin + Service Cloud Consultant certifications.
Data Cloud experience/certification; additional Salesforce product certifications are a plus.
Understanding of Service Cloud integration with telephony, chat, messaging, and self-service portals.
Understanding of Einstein AI for Service (case routing, chatbots, predictive service).
Note : This role is office-flexible with an expectation to be in-office a minimum of three days per week.
Accommodations If you require assistance due to a disability, please submit a request via the Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer. Know your rights: workplace discrimination is illegal. This policy applies to current and prospective employees and covers recruitment, hiring, promotion, compensation, training, performance assessment, and more.
In the United States, compensation will be determined by location, qualifications, and experience. The base salary range is provided during the hiring process and varies by location. Salesforce offers a comprehensive benefits package and may include incentive compensation where eligible.
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Job Category Customer Success
Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The world of work is changing, and we are seeking Trailblazers who are passionate about AI, innovation, and delivering Salesforce values. Applications for this position will be accepted on an ongoing basis.
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. The CSM acts as an extension of the customer’s workforce and trusted advisor, addressing technical and business concerns and aligning them with customer priorities, projects, and problems. Experience supporting customers in one or more of the following industries is preferred: State & Local Government – modernizing legacy systems and enhancing constituent engagement across jurisdictions.
This is an Individual Contributor position.
Your Impact
Customer Accountability and Value Alignment: Serve as the single point of accountability for all Signature deliverables, the overall customer experience, renewal and expansion.
Coordinate all deliverables entitled to the customer, overseeing the Signature lifecycle experience.
Apply processes to address customer needs and ensure value from the Signature offer.
Align with Business and Technical Stakeholders to balance Business Value and Technical Goals.
Prioritize urgent work, organize tasks, and create plans while taking ownership of assigned tasks.
Use internal resources and seek guidance from managers or mentors on priority problems.
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.
Strategic Advisory and Stakeholder Management
Drive adoption of Sales and Service Cloud features with reps, agents, managers, supervisors, and ops teams.
Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, CSAT).
Develop and maintain relationships at key stakeholder levels, including executive relationships within customer IT and business leadership.
Act as a trusted advisor by understanding the customer’s business model and applying proven solutions.
Solidify partnerships and drive innovation aligned with customer challenges.
Improve customer engagement with products and services and identify barriers to success.
Collaborate with more 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.
Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.
Technical Health, Adoption, and Risk Management
AI Literacy: Proficiency in using AI agents to automate routine tasks (e.g., meeting summaries, QBR data collection, health monitoring).
Prompt Engineering Basics: Use natural-language commands to guide AI agents in retrieving data and drafting success plans.
AI Engagement Monitoring: Use AI-driven sentiment analysis to flag concerns for human intervention.
Collaborative Learning: Pursue training and certifications to stay current on autonomous agent capabilities.
Learning & Development: Apply product knowledge to address technical concerns and align features with customer priorities and roadmaps.
Monitor and review quarterly trends, providing tailored release recommendations to ensure stability and performance.
Serve as the primary interface for major incidents to protect peak revenue.
Forge relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan client engagements with clear communication and keep customer goals central to decisions.
Escalate complex automation, data model, routing, or integration questions to technical resources.
Minimum Requirements
3+ years of relevant experience in Customer Success, SaaS platform use, or related fields.
Strong consulting skills to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise and the ability to understand the broad impact on the customer’s business.
Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
Proactive learning mindset and willingness to seek mentors to accelerate development.
Cloud/Platform Requirements Included
3-4 years of deep Salesforce Service Cloud experience.
Knowledge of advanced Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning.
Preferred Requirements
Service Cloud Consultant certifications.
Salesforce Admin + Service Cloud Consultant certifications.
Data Cloud experience/certification; additional Salesforce product certifications are a plus.
Understanding of Service Cloud integration with telephony, chat, messaging, and self-service portals.
Understanding of Einstein AI for Service (case routing, chatbots, predictive service).
Note : This role is office-flexible with an expectation to be in-office a minimum of three days per week.
Accommodations If you require assistance due to a disability, please submit a request via the Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer. Know your rights: workplace discrimination is illegal. This policy applies to current and prospective employees and covers recruitment, hiring, promotion, compensation, training, performance assessment, and more.
In the United States, compensation will be determined by location, qualifications, and experience. The base salary range is provided during the hiring process and varies by location. Salesforce offers a comprehensive benefits package and may include incentive compensation where eligible.
#J-18808-Ljbffr