Customer Success Manager - Senior Manager - Global Public Sector - (Federal Civilian)
$123,100–$186,300 year
Remote
Job Summary
Drive quantifiable business impact for complex, multi-org Signature customers by acting as a primary strategic partner focused on adoption, technical health, and expertise. Own the Signature experience across Federal Civilian agencies, integrating multiple products to create effective solutions and crafting clear engagement charters with specified goals and metrics. Lead resource mobilization as the central team and customer resource, proactively drawing expert resources to address high-stakes needs while navigating internal organizational dynamics. Design multi-step digital workflows where agents handle repetitive data-intensive tasks, freeing capacity for high-stakes relationship building with executive leadership. Identify root causes of account risks and guide customers through AI governance frameworks to ensure safety-by-design principles.
Required Qualifications
- 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, including executive and C-level
- Ability to handle objections, navigate complicated discussions, and drive alignment
- Demonstrate persistence in the face of adversity and disappointment
- Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment
- 5-6 years experience supporting customers using Sales Cloud and Service Cloud
- Working knowledge of core features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
- Working knowledge of core features: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
- Experience supporting customers in Federal Civilian (FedCiv) industries
- Knowledge of federal procurement processes
- Ability to obtain a Public Trust clearance
- U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship
- Agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position
- Minimum of three (3) days per week in-office
Desired Qualifications
- Additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer)
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