Customer Success Manager - Public Sector

Salesforce•McLean, VA

6d•$123,100 - $202,600•Hybrid

About The Position

The Customer Success Manager is a strategic individual contributor who drives measurable business impact for complex, often multi-org Signature customers. As a primary strategic partner, the role focuses on customer business goals and improving adoption, technical health, and expertise so customers can realize maximum value from their Salesforce investment. The position supports Federal Civilian customers, including non-defense federal agencies, and involves helping advance digital transformation initiatives that improve citizen services.

Requirements

5–6 years of relevant experience in Customer Success, SaaS platform use, or related strategic consulting fields.
5–6 years of experience supporting customers using Sales Cloud and Service Cloud.
Working knowledge of Sales Cloud features including Leads, Accounts, Contacts, Opportunities, Forecasting, Reports, and Dashboards.
Working knowledge of Service Cloud features including Cases, Knowledge, Queues, Service Console, and Omni-Channel routing.
Exceptional communication and presentation skills, with the ability to influence at all levels, including executive and C-level audiences.
Ability to handle objections, navigate complicated discussions, and drive alignment; persistence in the face of adversity and disappointment.
U.S. citizen (U.S. born or naturalized), not holding dual citizenship, and willing to complete a U.S. federal government Minimum Background Investigation for a Moderate Public Trust position.

Nice To Haves

Experience supporting customers in Federal Civilian (FedCiv) or another listed industry.
Knowledge of federal procurement processes and ability to obtain a Public Trust clearance.
Additional Salesforce product certifications, such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, or Agentblazer.

Responsibilities

Engage clients based on calculated ROI and develop engagement charters with defined goals and metrics to align internal and external teams.
Own the Signature experience for complex, multi-org customers and integrate customer priorities and timelines into comprehensive success plans.
Serve as a central resource for customers and internal teams, proactively taking ownership of customer needs and involving expert resources as required.
Build relationships with customer IT and business executives and drive consensus among key internal and external stakeholders.
Use Salesforce expertise and business insight to recommend actions that advance customers’ core business goals.
Identify problems early and use Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk.
Question assumptions to uncover root causes of customer issues.
Guide customers through AI governance frameworks, Trust Layer best practices, and safety-by-design principles.