Customer Success Manager
Core
Ensure high-value customers on the Signature Success Plan achieve significant ROI by acting as a trusted advisor and extension of the customer's workforce.
Role type
Senior Individual Contributor Customer Success Manager (SaaS)
Builds
Customer retention, expansion, and adoption of Salesforce Service Cloud and AI features for government and education clients.
Domain
SaaS / Customer Success / Public Sector (SLED)
Required skills
Customer success management, stakeholder management, strategic advisory, Salesforce Service Cloud expertise, AI literacy, prompt engineering, data analysis, incident management, relationship building
Preferred skills
Service Cloud Consultant certification, Salesforce Admin certification, Data Cloud experience, team lead experience, understanding of Einstein AI for Service
Technologies
Salesforce Service Cloud, Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning, Journey Builder, Commerce Promotions, Einstein AI
Responsibilities
Serve as single point of accountability for customer deliverables and renewal; drive adoption of Sales and Service Cloud features; track usage metrics and CSAT scores; manage major incidents and technical escalations; conduct enablement sessions and quarterly reviews; align business and technical goals with customer priorities.
Seniority
Senior, hands-on IC
