Customer Success Manager – Core, Public Sector/Federal Civilian

Salesforce

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

Posted 9/21/2026full-timeUnited StatesMid-LevelSenior💰 $147,400 - $202,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success with a strong focus on Salesforce platform utilization, including Sales Cloud and Service Cloud features. Capable of driving business value through effective stakeholder engagement, technical understanding, and communication skills.

Highest-signal resume keywords

Customer Success ExpertiseSales Cloud ProficiencyService Cloud ProficiencyConsulting SkillsSalesforce Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales Cloud FeaturesService Cloud FeaturesOpportunity ManagementCase ManagementSales Process UnderstandingService Process UnderstandingSalesforce AutomationData Quality OptimizationAI-Driven Sentiment AnalysisMetrics Tracking

Soft Skills

Excellent CommunicationStakeholder ManagementInfluencing SkillsProblem SolvingFacilitation Skills

Tools & Technologies

Sales CloudService CloudEinstein for Sales and ServiceOmni-Channel RoutingProcess Builder

Certifications & Qualifications

Sales Cloud ConsultantService Cloud ConsultantSalesforce Product Certifications

Industry Keywords

Customer ExperienceRenewalExpansionTechnical Health MonitoringC-Level Engagement

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as the single point of customer accountability for Signature deliverables, customer experience, renewal, and expansion
Coordinate all deliverables throughout the Signature lifecycle
Address customer needs and ensure value is delivered through the Signature offer
Align and manage business and technical stakeholders around business value and technical goals
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 Sales Cloud and Service Cloud features
Track usage metrics including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores
Develop and maintain relationships with customer IT and business leadership, including executive stakeholders
Act as a trusted advisor and apply proven solutions to customer problems
Drive innovation aligned with customer business challenges
Identify barriers to customer success and underutilized contracted entitlements
Conduct quarterly reviews of feature usage and provide release recommendations
Use AI agents, prompt engineering, and AI-driven sentiment and intent analysis to support customer success activities
Monitor technical health, stability, performance, adoption, and risk
Serve as the primary interface for major incidents
Collaborate with Sales, Engineering, and Product Management on customer success and revenue opportunities
Escalate complex automation, data model, routing, or integration questions to technical resources

Requirements

What you’ll need

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
Industry-relevant expertise and understanding of the broad impact of the industry on the customer’s business
Excellent communication skills and ability to translate technical concepts into business terms
3–4 years of experience supporting customers using Sales Cloud or Service Cloud
Working knowledge of Sales Cloud features: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
Working knowledge of Service Cloud features: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
Understanding of sales processes including lead-to-cash, opportunity management, and pipeline management
Understanding of service processes including case management, escalation, and SLA management
Familiarity with Sales Cloud automation: workflows, Process Builder, and flows
Familiarity with Service Cloud automation: email-to-case, web-to-case, case assignment rules, and macros
Ability to demonstrate Lightning Sales/Service Console and mobile app
Knowledge of sales use cases including territory management, lead assignment, and opportunity stages
Knowledge of service use cases including case deflection, knowledge management, and multi-channel support
U.S. citizenship required
Must be a U.S. citizen who does not hold dual citizenship
Must agree to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position
Experience Cloud preferred
Sales Cloud Consultant and Service Cloud Consultant certifications preferred
Additional Salesforce product certifications are a plus
Experience with Einstein for Sales and Service preferred
Understanding of Sales Cloud integrations with marketing automation and service tools preferred
Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals preferred

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Office-flexible work arrangement
Agentblazer training and certifications
Reasonable accommodation during the application or recruiting process