Customer Success Manager - Global Public Sector (State & Local Gov)
salesforce.com, inc., New York, NY, United States
Overview
Job Category: Customer Success About Salesforce: Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action, tech meets trust, and innovation is part of daily life. We are seeking Trailblazers who want to advance business and the world through AI, driving innovation while upholding Salesforce's core values. This role is with Agentforce, the future of AI at Salesforce. 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 meaningful return on their investment with our platform. The CSM acts as an extension of the customer’s workforce and a trusted advisor, guiding customer organizations and addressing both technical and business concerns, aligning them with customer priorities, projects, and problems. This is an Individual Contributor position. We are looking for candidates with experience supporting customers in one or more of the following industries: State & Local Government – partnering with state governments, municipalities, and counties to modernize legacy systems and enhance constituent engagement. Your Impact
Customer Accountability and Value Alignment Serve as the single point of customer accountability for the delivery of all Signature deliverables, overall customer experience, renewal and expansion.
Coordinate all deliverables the customer is entitled to and oversee the Signature lifecycle experience.
Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
Align with and manage both Business and Technical Stakeholders, focusing on Business Value and Technical Goals.
Prioritize urgent work, organize tasks to avoid missed steps, and create basic plans to focus time, taking responsibility for 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 such as opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Develop and maintain strong 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 to their problems.
Solidify partnership commitments and drive innovation aligned with customer challenges.
Increase customer engagement with products and services and identify major barriers to success.
Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
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 such as meeting summaries, QBR data collection, and 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 and intent analysis to flag early customer concerns for human intervention.
Collaborative Learning: Seek training and certifications to stay current on autonomous agent capabilities.
Learning & Development: Apply product knowledge to address technical concerns and align platform features with customer priorities.
Monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability and performance.
Serve as the primary interface for major incidents to protect peak revenue.
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead customer relationships for success and revenue opportunities.
Form a clear plan for client engagements, communicate clearly with collaborators, and keep customer goals central.
Escalate complex automation, data model, routing, or integration questions to technical resources.
Minimum Requirements
3+ years of relevant experience in Customer Success, SaaS, or related fields.
Strong consulting skills with the ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise with understanding of 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.
Active pursuit of relevant learning and mentoring to accelerate development.
Cloud/Platform Requirements included: 3-4 years of deep Salesforce Service Cloud expertise.
Knowledge of Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning.
Preferred Requirements Service Cloud Consultant certifications.
Salesforce Admin + Service Cloud Consultant certification.
Data Cloud experience/certification.
Additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
Understanding of Service Cloud integrations 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 in-office requirement of at least three (3) days per week. Accommodations If you require assistance due to a disability applying for open positions, please submit a request via an Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants. Know your rights: workplace discrimination is illegal. All decisions are based on merit and qualifications. Please note that Salesforce uses AI tools to assist recruiters in evaluating resumes. Humans will make final hiring decisions. See our Candidate Privacy Statement for more information.
#J-18808-Ljbffr
Job Category: Customer Success About Salesforce: Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action, tech meets trust, and innovation is part of daily life. We are seeking Trailblazers who want to advance business and the world through AI, driving innovation while upholding Salesforce's core values. This role is with Agentforce, the future of AI at Salesforce. 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 meaningful return on their investment with our platform. The CSM acts as an extension of the customer’s workforce and a trusted advisor, guiding customer organizations and addressing both technical and business concerns, aligning them with customer priorities, projects, and problems. This is an Individual Contributor position. We are looking for candidates with experience supporting customers in one or more of the following industries: State & Local Government – partnering with state governments, municipalities, and counties to modernize legacy systems and enhance constituent engagement. Your Impact
Customer Accountability and Value Alignment Serve as the single point of customer accountability for the delivery of all Signature deliverables, overall customer experience, renewal and expansion.
Coordinate all deliverables the customer is entitled to and oversee the Signature lifecycle experience.
Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
Align with and manage both Business and Technical Stakeholders, focusing on Business Value and Technical Goals.
Prioritize urgent work, organize tasks to avoid missed steps, and create basic plans to focus time, taking responsibility for 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 such as opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Develop and maintain strong 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 to their problems.
Solidify partnership commitments and drive innovation aligned with customer challenges.
Increase customer engagement with products and services and identify major barriers to success.
Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
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 such as meeting summaries, QBR data collection, and 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 and intent analysis to flag early customer concerns for human intervention.
Collaborative Learning: Seek training and certifications to stay current on autonomous agent capabilities.
Learning & Development: Apply product knowledge to address technical concerns and align platform features with customer priorities.
Monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability and performance.
Serve as the primary interface for major incidents to protect peak revenue.
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead customer relationships for success and revenue opportunities.
Form a clear plan for client engagements, communicate clearly with collaborators, and keep customer goals central.
Escalate complex automation, data model, routing, or integration questions to technical resources.
Minimum Requirements
3+ years of relevant experience in Customer Success, SaaS, or related fields.
Strong consulting skills with the ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise with understanding of 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.
Active pursuit of relevant learning and mentoring to accelerate development.
Cloud/Platform Requirements included: 3-4 years of deep Salesforce Service Cloud expertise.
Knowledge of Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning.
Preferred Requirements Service Cloud Consultant certifications.
Salesforce Admin + Service Cloud Consultant certification.
Data Cloud experience/certification.
Additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
Understanding of Service Cloud integrations 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 in-office requirement of at least three (3) days per week. Accommodations If you require assistance due to a disability applying for open positions, please submit a request via an Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants. Know your rights: workplace discrimination is illegal. All decisions are based on merit and qualifications. Please note that Salesforce uses AI tools to assist recruiters in evaluating resumes. Humans will make final hiring decisions. See our Candidate Privacy Statement for more information.
#J-18808-Ljbffr