# Customer Success Manager - Global Public Sector - (Federal Civilian)

**Company**: Salesforce
**Location**: McLean, Virginia
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Virginia---Mclean/Customer-Success-Manager---Global-Public-Sector----Federal-Civilian-_JR363230?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_601675aa-120

## Description

### Job Summary

The Customer Success Manager is a strategic and experienced individual contributor responsible for driving quantifiable business impact across complex, multi-org Signature customers in the Federal Civilian sector.

### Key Responsibilities

#### Strategic Accountability and Account Leadership

- Determine when and how to engage clients based on calculated ROI, ensuring activities translate directly into tangible value for the customer.

- Effectively own the Signature experience across complex, multi-org customers, organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.

- Act as the central resource for the team and the customer, connecting all the dots and proactively taking ownership of customer needs.

- Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.

- Align the Account Success team and internal stakeholders around the customer’s business and technical goals, ensuring value delivery through the Signature offer.

#### Trusted Advisory and Executive Influence

- Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals.

- Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results and drive consensus with collaborators.

- Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals.

- Amplify the voice of the customer with internal teams to ensure the organization remains focused on customer success.

#### Domain Expertise and Risk Mitigation

- Act as the leader in identifying problems and leveraging the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.

- Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.

- Use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios.

- Question assumptions to uncover root causes and reveal new opportunities.

### Requirements

- Experienced business professional with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.

- Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels.

- Ability to handle objections, navigate complicated discussions, and drive alignment.

- 5-6 years of experience supporting customers using Sales Cloud and Service Cloud.

- Working knowledge of core features: Sales Cloud (Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards) and Service Cloud (Cases, Knowledge, Queues, Service Console, Omni-Channel routing).

### Benefits

Salesforce offers various benefits and resources to support employees in finding balance and being their best.

### Note

This role is office-flexible, with an expectation to be in-office a minimum of three days per week. The candidate must be a U.S. citizen and agree to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.

## Skills

### Required
- Sales Cloud
- Service Cloud
- Customer Success
- SaaS platforms
- strategic consulting

### Nice to have
- Additional Salesforce product certifications
- AI Associate
- Administrator
- Advanced Administrator
- Platform App Builder
- Data 360 Specialist
- Agentblazer

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Virginia---Mclean/Customer-Success-Manager---Global-Public-Sector----Federal-Civilian-_JR363230?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)