Customer Success Manager, Senior Manager
Core
Senior Customer Success Manager ensuring high-value SLED customers achieve ROI on Salesforce Signature Success Plan, acting as a trusted advisor and extension of the customer's workforce.
Role type
Senior Individual Contributor Customer Success Manager
Builds
Customer success outcomes, adoption of Sales/Service Cloud features, and strategic partnerships for government and education clients.
Domain
SaaS / Customer Success / State, Local Government, and Education (SLED)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic advisory, stakeholder management, SLED industry expertise, Salesforce Service Cloud expertise, AI literacy, prompt engineering basics, incident management, cross-functional collaboration
Preferred skills
Service Cloud Consultant certification, Salesforce Admin + Service Cloud Consultant certification, Data Cloud experience, team-lead or management experience, Einstein AI for Service knowledge
Technologies
Salesforce Service Cloud, Omni-Channel, Service Cloud Voice, Digital Engagement, Field Service Lightning, Journey Builder, Commerce Promotions, Einstein AI for Service, AI agents
Responsibilities
Serve as single point of accountability for Signature deliverables and renewal; coordinate customer deliverables throughout the lifecycle; drive adoption of Sales and Service Cloud features; track usage metrics and CSAT scores; manage major incidents to protect revenue; conduct quarterly reviews of feature usage; identify underutilized entitlements; escalate complex technical questions; cultivate executive-level relationships.
Seniority
Senior, hands-on IC with strategic advisory scope
