Customer Success Manager – Global Public Sector, NGO, Higher Education

Salesforce

. Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.

Posted 4/21/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$115,200 - CA$158,400 per yearWebsite

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
Share best practices for sales and service process optimization, data quality, and customer experience
Drive adoption of Tableau Cloud features with reps, agents, managers, supervisors, and ops teams
Track 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 leadership.
Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
Solidify partnership commitments and drive innovation aligned with customers' business challenges.

Requirements

What you’ll need

Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, Salesforce platform use, or related fields.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Possess industry-relevant expertise and begin honing skills in a relevant functional area.
Should understand the broad impact of the industry on the customer’s business.
Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
Must have Cloud/Platform Requirements (Including above): Plus 3-4 years experience supporting customers using Sales Cloud, or Service Cloud.
Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
Familiarity 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 app
Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases.

Benefits

Comp & perks

Health insurance
Flexible working hours
Professional development opportunities
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SalesforceSales CloudService Cloudopportunity managementpipeline managementcase managementforecastingreportingautomationLightning Sales/Service Console

Soft Skills

consultingcommunicationstakeholder managementrelationship buildingproblem solvinginfluencingorganizationalprioritizationcustomer advocacytrust building