# Customer Success Manager, MuleSoft - Global Public Sector **Company**: Salesforce **Location**: Toronto **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/Canada---Toronto/Customer-Success-Manager--MuleSoft---Global-Public-Sector_JR364046?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_77ea886f-a70 ## Description ### Job Overview We are seeking a Customer Success Manager (CSM) to join our team, focusing on high-value customers who have purchased the Signature Success Plan. As a CSM, you will serve as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. ### Key Responsibilities - Serve as the single point of customer accountability responsible for orchestration, value realization, adoption, and expansion. - Orchestrate the relationship: Serve as the strategic partner for the customer, collaborating during the implementation phase to ensure seamless transition to adoption and long-term value realization of integration and API initiatives. - Drive adoption and consumption: Proactively manage and maintain the roadmap for platform adoption. Drive optimization of API usage, integration patterns, and automation aligned to the customer's digital transformation goals. - Demonstrate ROI: Define, track, and demonstrate quantifiable business impact and ROI. - Executive relationships: Represent Salesforce with expertise and credibility, partnering with and presenting to senior client executives. - Identify new use cases: Proactively scout the customer's business to identify new integration opportunities and use cases that align with business objectives. - Remove barriers and manage risk: Act as the primary orchestrator to proactively identify and minimize risks, remove blockers for adoption, and anticipate obstacles. - Drive expansion: Build the business case for expanding MuleSoft footprint across additional business units, use cases, and integration patterns. - Voice of the customer: Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues. - Partner with customer architects: Ensure the integration architecture and API strategy is optimized to support increased connectivity, reusability, and scalability. - Champion Center for Enablement: Act as a trusted advisor and build and nurture a Center for Enablement (C4E) within the customer organization. - Commercial strategy and lead generation: Act as the primary engine for growth, identifying signals that indicate a customer is ready for contract upsell. ### Minimum Requirements - 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. - Proven success managing large, complex enterprise accounts with multiple stakeholders and business units. - Established ability to develop relationships with senior executives and influence technical strategy. - Deeper technical knowledge of integration architectures, API design patterns, and platform best practices. - Demonstrated history of driving incremental Annual Contract Value (iACV) through expansion sales. - Experience with MuleSoft and/or relevant competing Integration Platform as a Service (iPaaS) platforms. - Adoption and expansion mindset: Proven track record of driving platform adoption, managing complex enterprise accounts, and identifying expansion opportunities. - Strategic problem-solving: A strategic, customer-centric approach to problem-solving focused on driving business value and outcomes. - Communication: Exceptional communication and presentation skills with proven ability to translate technical concepts into business terms. - Project management: Strong orchestration and project management skills, including scope control, stakeholder alignment, timeline ownership, and executive-ready reporting. - Agility: Demonstrated ability to thrive in fast-paced, high-growth environments, with willingness to wear multiple hats and confidence challenging norms. ### Preferred Requirements - MuleSoft certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, or MuleSoft Catalyst Consultant certifications are a strong plus. - Technical background: Experience with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns. - Consulting experience: Background in management consulting services with a track record of leading cross-functional teams. - Expansion track record: Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue. - Industry context: Experience working with Enterprise-level customers across industries requiring complex integration strategies. - AI and agent technologies: Foundational understanding of AI and agent technologies, with awareness of how AI capabilities can enhance automation and drive business value. ### Benefits When you join Salesforce, you'll have access to various benefits and resources to support your well-being and career growth. ## Skills ### Required - MuleSoft - API design patterns - integration architectures - platform best practices - Customer Success - SaaS platform use - strategic problem-solving - communication - project management ### Nice to have - MuleSoft certifications - software development processes - design methodologies - APIs - web services - databases - cloud platforms - modern integration patterns - management consulting services - expansion track record - industry context - AI and agent technologies --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Canada---Toronto/Customer-Success-Manager--MuleSoft---Global-Public-Sector_JR364046?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)