Customer Success Manager, Senior Manager - Global Public Sector (State & Local)
$123,100–$227,000 year
RemoteChicago, Illinois, United States or San Francisco, California, United States
Job Summary
Own the end-to-end Signature Success experience for a portfolio of high-value customers by coordinating deliverables, tracking health metrics, and ensuring measurable business value. Build trusted relationships with business and technical stakeholders, including executive leadership, to align Salesforce capabilities with strategic priorities. Proactively identify adoption gaps, monitor platform health, and deliver tailored recommendations that drive feature utilization, stability, and performance. Partner cross-functionally with Sales, Engineering, and Product to resolve escalations, manage major incidents, and surface expansion and renewal opportunities. This Individual Contributor role focuses on State & Local / Education clients, requiring translation of complex technical concepts for C-level stakeholders.
Required Qualifications
- 10+ years of experience in Customer Success, SaaS platform management, or a related field
- track record of driving business value for enterprise customers
- ability to translate complex technical concepts into clear business terms
- confidence in navigating conversations with both technical teams and C-level stakeholders
- hands-on experience with Salesforce Service Cloud
- experience with Omni-Channel features
- experience with Digital Engagement features
- experience with Service Cloud Voice
- Legal authorization to work in the U.S.
Desired Qualifications
- Salesforce Service Cloud Consultant or Administrator certification
- AI Associate certification
- Data Cloud certification
- Agentforce Specialist certification
- experience working with customers in regulated or complex industries such as K-12 or higher education
- familiarity with Einstein AI for Service
- experience with case routing in Einstein AI for Service
- experience with chatbots in Einstein AI for Service
- experience with predictive service capabilities in Einstein AI for Service
- experience using AI tools to streamline customer success workflows
- experience with automated health monitoring
- experience with meeting summaries
- experience with success plan generation
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