Customer Success Manager – Global Public Sector

Role Overview

The Customer Success Manager is a versatile expert responsible for ensuring high-value customers achieve a significant return on their investment with Salesforce’s platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

What You Will Do

The CSM will serve as the single point of customer accountability, coordinate deliverables, and apply processes to address customer needs. They will also align with and manage stakeholders, prioritize work activities, and conduct enablement sessions.

Why It Might Be a Fit

The ideal candidate will have 3+ years of relevant industry expertise, strong consulting skills, and excellent communication skills. They will also have experience supporting customers using Sales Cloud or Service Cloud and knowledge of core features such as leads, accounts, contacts, opportunities, and forecasting.

Requirements

• 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
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• 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

Benefits

• Base salary hiring range: CAD 115,200 to CAD 158,400 annually
• Company bonus, incentive for sales roles, equity or benefits, as applicable

Tagged as: Forecasting, Pipeline Management, Salesforce, Territory Planning