Customer Success Manager, Sales/ Service Cloud -Public Sector

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

At Salesforce, customers who choose our Signature Success Plan unlock our most elite level of partnership — expert guidance, deep product knowledge, and proactive support to stay agile and maximise value. As a Customer Success Manager (CSM) for Signature Success, you will become a strategic partner to our most important customers, serving as their trusted advisor and orchestrating the full Signature experience.

Role Description

You will set the customer up for success through optimisation of the solution, with special care during critically important peak events. This will require some technical knowledge of Salesforce Clouds but most importantly, the ability to align internal and external stakeholders and orchestrate the right resources to provide a tailored, unified Signature experience.

As a Customer Success Manager, you will be a named advisor to a portfolio of Signature Success customers in the Public Sector. You will build deep, trusted relationships with customer stakeholders and Salesforce account teams, maintaining a high level of awareness of customer priorities, business goals, and potential risks.

You will guide your customers to success by aligning their business goals with the Salesforce platform, offering strategic recommendations, coordinating Signature Success deliverables, and ensuring operational excellence during critical events. You will also lead communication during major incidents, providing timely updates and managing customer expectations.

Your Impact

Strategic Partnership

• Act as the trusted point of contact and advocate for your customers, driving alignment between their business goals and Salesforce’s capabilities.
• Build and sustain relationships with customer IT and business executives, becoming a true strategic partner.

Customer Enablement

• Guide customers in adopting the Salesforce platform through proactive recommendations and personalised service delivery from the Signature catalogue.
• Provide insight into new features and releases, helping customers navigate change and mitigate potential risks.

Incident Management

• Lead communications during high-severity incidents, ensuring a smooth and transparent experience while advocating for customer resolution.

Renewal & Growth

• Clearly articulate and demonstrate the value of Signature Success to ensure ongoing investment and expansion.

Minimum Requirements

• 7+ years of experience in Cloud environments in roles such as Customer Success, SaaS platform management, Solution Architecture, or Technical Consulting.
• Outstanding communication and presentation skills with demonstrated ability to communicate and influence optimally at all levels of the organisation, including executive and C-level.
• Skills for analysing technical concepts, translating them into business terms and mapping business requirements into technical features.
• Ability to explain technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.
• Proven ability to build trust-based relationships and navigate complex, enterprise-level environments

Preferred Requirements

• Experience with the Salesforce Core platform is a plus.
• Salesforce product certifications are a plus.
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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