Salesforce

Customer Success Manager - Global Public Sector (Education)

Salesforce$123K — $186K *
Education, Government & Non-Profit
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3+ years in Customer Success, SaaS management, or a related field with a proven record of adding business value to enterprise clients.
  • Ability to translate complex technical jargon into business-friendly language and engage effectively with both technical teams and C-level executives.
  • Hands-on experience with Salesforce Service Cloud, particularly with features like Omni-Channel, Digital Engagement, or Service Cloud Voice.
  • Evaluation of experience based on alignment with the company's Values & Behaviors, including leadership roles or volunteer experiences.
  • Legal authorization to work in the U.S. is a must; visa sponsorship is not available.

Responsibilities

  • Own the comprehensive Signature Success experience for a group of high-value customers, managing all deliverables and ensuring measurable business outcomes.
  • Establish and nurture trusted relationships with both business and technical stakeholders, including executive leadership, by aligning platform capabilities with customer priorities.
  • Proactively spot adoption gaps, monitor platform performance, and provide customized recommendations to enhance feature use and stability.
  • Collaborate across teams with Sales, Engineering, and Product to handle escalations, manage major incidents, and identify growth and renewal opportunities.

Benefits

  • Comprehensive support for work-life balance, enabling personal and professional growth.
  • Access to AI-driven tools and resources that amplify individual impact and efficiency.
  • Opportunities to reshape the future with innovative technology, positively affecting clients and industries.
Full Job Description
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

Job Details

The Experience
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

What You'll Actually Be Doing
  • Own the end-to-end Signature Success experience for a portfolio of high-value customers - coordinating all deliverables, tracking health metrics, and ensuring customers realize measurable business value throughout the lifecycle.
  • Build and maintain trusted relationships with business and technical stakeholders, including executive leadership, by aligning Salesforce capabilities to each customer's strategic priorities and roadmap.
  • Proactively identify adoption gaps, monitor platform health, and deliver tailored recommendations that drive feature utilization, stability, and performance.
  • Partner cross-functionally with Sales, Engineering, and Product to resolve escalations, manage major incidents, and surface expansion and renewal opportunities.


We are looking for candidates who have experience supporting customers in one or more of the following industries:

Education - Partner with K-12/higher education institutions to modernize legacy systems and enhance constituent engagement, requiring understanding of diverse regulatory environments and budget cycles across jurisdictions.

This is an Individual Contributor position.

Requirements:
  • You have 3+ years of experience in Customer Success, SaaS platform management, or a related field, with a track record of driving business value for enterprise customers.
  • You can translate complex technical concepts into clear business terms and confidently navigate conversations with both technical teams and C-level stakeholders.
  • You have hands-on experience with Salesforce Service Cloud, including features such as Omni-Channel, Digital Engagement, or Service Cloud Voice.
  • Experience will be evaluated based on alignment to the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
  • Position requirements: Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time.


Preferred:
  • You hold a Salesforce Service Cloud Consultant or Administrator certification (additional certifications such as AI Associate, Data Cloud, or Agentforce Specialist are a bonus).
  • You have experience working with customers in regulated or complex industries such as K-12 or higher education.
  • You're familiar with Einstein AI for Service, including case routing, chatbots, or predictive service capabilities.
  • You have experience using AI tools to streamline customer success workflows, such as automated health monitoring, meeting summaries, or success plan generation.


Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

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Size
73,541 employees
Market Cap
$130.4 billion
Industry
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
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