Customer Success Manager – Global Public Sector

Salesforce

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

Posted 10/9/2026full-timeCanadaMid-LevelSenior💰 CA$115,200 - CA$158,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Salesforce platform utilization, with a strong focus on driving business value and optimizing customer experience. Proficient in Sales Cloud and Service Cloud features, with the ability to communicate technical concepts effectively to diverse audiences.

Highest-signal resume keywords

Customer Success ManagementSales Cloud ExpertiseService Cloud ExpertiseConsulting SkillsBilingual Communication (English and French)

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 UnderstandingSales Cloud AutomationService Cloud AutomationLightning Sales/Service ConsoleData Analysis

Soft Skills

Excellent CommunicationInfluencing SkillsRelationship BuildingProblem SolvingFacilitation Skills

Tools & Technologies

Sales CloudService CloudJourney BuilderCommerce PromotionsAI Agents

Industry Keywords

Customer ExperienceStakeholder EngagementPublic Sector ExperienceOmni-Channel RoutingForecasting

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 customer deliverables and oversee the experience throughout the Signature lifecycle
Align business and technical stakeholders with the Signature offer
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 stakeholder relationships, including executive-level relationships within customer IT and business leadership
Act as a trusted advisor and apply proven solutions to customer problems
Drive innovation aligned with customer business challenges and increase engagement with products and services
Conduct quarterly feature-usage reviews and drive adoption of tools such as Journey Builder or Commerce Promotions
Identify underutilized contracted entitlements and align platform features with customer priorities
Use AI agents for meeting summaries, QBR data collection, and initial health monitoring
Use natural-language commands to guide AI agents in retrieving customer data and drafting success plans
Monitor AI-driven sentiment and intent analysis to flag customer concerns
Monitor technical health, conduct quarterly reviews, identify trends, and provide release recommendations
Serve as the primary interface for major incidents
Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities
Plan client engagements, communicate proactively with collaborators, and keep customer goals central
Escalate complex automation, data model, routing, or integration questions to technical resources

Requirements

What you’ll need

5+ 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 to articulate technical issues to diverse audiences and translate technical concepts into business terms
Plus 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: lead-to-cash, opportunity management, and pipeline management
Understanding of Service processes: case management, escalation, and SLA management
Familiarity with Sales Cloud automation: workflows, Process Builder, and flows for sales processes
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: territory management, lead assignment, and opportunity stages
Knowledge of service use cases: case deflection, knowledge management, and multi-channel support
Professional fluency in both English and French preferred
Public Sector Experience preferred

Benefits

Comp & perks

Company bonus, as applicable
Incentive for sales roles, as applicable
Equity, as applicable
Benefits, as applicable
AI agents to accelerate impact
Accommodations during the application or recruiting process