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.