Salesforce

Customer Success Manager - Global Public Sector

Salesforce • $115K — $158K *
Toronto, ON M3C 0E3In-Person
Education, Government & Non-Profit
Less than 5 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • 3+ years in Customer Success or SaaS platform roles
  • Strong consulting skills with a focus on business value
  • Excellent communication skills for technical and business concepts
  • Experience with Sales Cloud and Service Cloud features
  • Ability to foster relationships with C-level stakeholders

Responsibilities

  • Manage customer accountability as the primary advocate
  • Coordinate deliverables throughout the customer lifecycle
  • Align business and technical goals with customer priorities
  • Track and report on usage metrics for platform tools
  • Drive adoption of features through training and engagement
  • Conduct quarterly reviews and recommend strategies for tool adoption
  • Collaborate with multiple departments to enhance customer success

Benefits

  • Office flexibility with a minimum in-office requirement of three days a week
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

Role Description

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.

This is an Individual Contributor position.

Your Impact

Customer Accountability and Value Alignment
  • 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


Strategic Advisory and Stakeholder Management
  • Drive adoption of Sales and Service 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.
  • Increase customer engagement with products and services and identify major political barriers to customer success.
  • Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
  • Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
  • Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.


Technical Health, Adoption, and Risk Management
  • AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
  • Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
  • AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
  • Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
  • Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.
  • Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
  • Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
  • Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
  • Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
  • Escalate complex automation, data model, routing, or integration questions to technical resources


Minimum Requirements
  • Experienced business professional, preferably with 3+ 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.
  • 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.
  • Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development


Minimum Requirements
  • 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.


Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

Preferred Requirements
  • Professional fluency in both English and French.
  • Higher education or Public Sector Experience
  • Sales Cloud Consultant and Service Cloud Consultant certifications.
  • Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
  • Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next base actions).
  • Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.
  • Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development.


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.

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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.

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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.

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Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Enterprise Technology
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ
CRM
* Ladders Estimates

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