Customer Success Manager – State East & Local

Salesforce

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

Posted 10/9/2026full-timeUnited StatesMid-LevelSenior💰 $123,100 - $186,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in Customer Success and Salesforce Service Cloud, with a strong ability to drive business value and facilitate executive-level discussions. Proficient in optimizing customer experience through data analysis, stakeholder engagement, and innovative solutions.

Highest-signal resume keywords

Salesforce Service Cloud ExpertiseCustomer Success ManagementConsulting SkillsData Analysis and Metrics TrackingStakeholder Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce Service CloudOmni-Channel RoutingService Cloud VoiceDigital EngagementField Service LightningData AnalysisAI-Driven Sentiment AnalysisIntegration with TelephonyCase ManagementForecasting

Soft Skills

Excellent Communication SkillsInfluencing C-Level ConversationsFacilitating DiscussionsHandling ObjectionsTeam Leadership

Tools & Technologies

SalesforceAI AgentsCustomer Relationship Management (CRM)Knowledge Management SystemsReporting Tools

Certifications & Qualifications

Salesforce Admin CertificationService Cloud Consultant CertificationData Cloud CertificationAdditional Salesforce Product Certifications

Industry Keywords

Customer ExperienceSaaS PlatformBusiness ValueCustomer EngagementTechnical Health Monitoring

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 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 and increase customer engagement with products and services
Conduct quarterly feature-usage reviews and provide release recommendations
Identify underutilized contracted entitlements and align platform features with customer priorities
Use AI agents for meeting summaries, QBR data collection, health monitoring, and customer-data retrieval
Monitor AI-driven sentiment and intent analysis for early customer concerns
Monitor technical health, stability, performance, adoption, and risk
Serve as the primary interface for major incidents
Coordinate with Sales, Engineering, and Product Management on customer success and revenue opportunities
Escalate complex automation, data model, routing, and integration questions to technical resources

Requirements

What you’ll need

5+ years of relevant industry expertise in Customer Success, SaaS 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
3–4 years of experience with deep Salesforce Service Cloud expertise
Knowledge of advanced Service Cloud features: Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning
Service Cloud Consultant certifications preferred
Salesforce Admin + Service Cloud Consultant certification preferred
Data Cloud experience/certification preferred
Additional Salesforce product certifications are a plus
Understanding of Service Cloud integrations with telephony, chat, messaging, and self-service portals
Understanding of Einstein AI for Service, including case routing, chatbots, and predictive service
Prior team-lead, mentor, or management experience 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
Incentive compensation may be available
Equity may be available