The Customer Success Manager, Senior Manager is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers.
This role acts as a primary strategic partner who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.
Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals.
The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.
Work with non-defense federal agencies (such as Health & Human Services, Commerce, and Transportation) to drive digital transformation initiatives that improve citizen services, requiring knowledge of federal procurement processes and the ability to obtain a Public Trust clearance.

Requirements

Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, Salesforce SaaS platform use, and/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.
Must 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.
PLUS Cloud/Platform Requirements: 5-6 years experience supporting customers using Sales Cloud and Service Cloud.
Knowledge of advanced features: Sales Cloud: Sales Engagement, High Velocity Features, Einstein AI (lead/opportunity scoring, forecasting) Service Cloud: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning, Einstein AI (case routing, chatbots, predictive service)

Benefits

time off programs
medical, dental, vision, mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SalesforceSales CloudService CloudSales EngagementHigh Velocity FeaturesEinstein AIOmni-ChannelService Cloud VoiceDigital EngagementField Service Lightning

Soft Skills

communicationpresentationinfluenceobjection handlingalignmentpersistencecollaborationtechnical alignmentbusiness alignment