[Remote] Customer Success Manager - Core (Public Sector/Federal Civilian)

Note: The job is a remote job and is open to candidates in USA. Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Customer Success Manager (CSM) is responsible for ensuring high-value customers achieve a significant return on their investment with the platform, acting as a trusted advisor and managing customer relationships effectively.ResponsibilitiesServe as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansionCoordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycleApply the correct processes to address customer needs and ensure value is delivered through the Signature offerSuccessfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offerPrioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasksUse internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problemsConduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routingShare best practices for sales and service process optimization, data quality, and customer experienceDrive adoption of Tableau Cloud features with reps, agents, managers, supervisors, and ops teamsTrack usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadershipAct as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problemsSolidify partnership commitments and drive innovation aligned with customers' business challengesIncrease customer engagement with products and services and identify major political barriers to customer successPartner with more experienced team members to solve complex problems and develop strategic success plans when neededConduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performanceIdentify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughputAI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoringPrompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plansAI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human interventionCollaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilitiesLearning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmapsProactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancementServe as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenueForge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunitiesForm a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-makingEscalate complex automation, data model, routing, or integration questions to technical resourcesDrive adoption of Tableau features with business users and analystsConduct enablement sessions on dashboard creation and data explorationTrack usage metrics (active users, workbook views, data source adoption)Share best practices for visualization design and dashboard performanceEscalate complex data modeling or server configuration questions to technical resourcesSkillsExperienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fieldsStrong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversationsPossess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer's businessExcellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business termsPlus 3-4 years experience supporting customers using Sales Cloud and Service CloudWorking knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards; Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routingUnderstanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processesFamiliarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)Ability to demonstrate Lightning Sales/Service Console and mobile appKnowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use casesU.S. Citizenship: This position requires U.S. citizenship due to the nature of the work and access to government systems/facilitiesSales Cloud Consultant and Service Cloud Consultant certificationsAdditional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer)Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions)Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portalsActively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal developmentBenefitsTime off programsMedicalDentalVisionMental health supportPaid parental leaveLife and disability insurance401(k)Employee stock purchasing programCompany OverviewSalesforce is a cloud-based software company that provides customer relationship management software and applications. It was founded in 1999, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is https://www.salesforce.com.