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Salesforce develops cloud-based software centered on a customer relationship management platform that brings company data and teams together through an integrated, AI-driven system. Its products support sales, customer service, and marketing workflows, with solutions designed for businesses ranging from small and medium-sized enterprises to larger organizations. Salesforce also provides industry-focused tools, Trailhead learning resources, and AppExchange apps that extend the capabilities of its CRM platform.
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Salesforce Customer Success Manager, Service Cloud (Hybrid)

Guide state, local government, and education customers through Salesforce Service Cloud adoption and value realization. Coordinate technical health, stakeholder relationships, renewals, and growth opportunities.

USUnited StatesAZArizonaCOColorado
$123,100 – $186,300 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
Cloud

Description

  • Own customer accountability for Signature deliverables, customer experience, renewals, and expansion.
  • Coordinate customer commitments throughout the Signature lifecycle.
  • Connect business value and technical objectives to the Signature offering.
  • Lead enablement on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omnichannel routing.
  • Recommend ways to improve sales and service processes, data quality, and customer experience.
  • Promote adoption of Sales Cloud and Service Cloud capabilities.
  • Monitor usage measures such as opportunity updates, activity logging, forecasts, reports, case resolution, knowledge articles, channel adoption, and CSAT.
  • Build relationships with customer stakeholders, including IT and business executives.
  • Advise customers and apply established solutions to their challenges.
  • Strengthen customer engagement and surface obstacles to success.
  • Create strategic success plans for complex challenges.
  • Review feature usage quarterly to encourage adoption and maintain platform stability and performance.
  • Find contracted entitlements that are underused and match platform features to customer priorities.
  • Use AI agents to summarize meetings, gather QBR information, and perform initial health monitoring.
  • Use prompt engineering to find customer information and prepare draft success plans.
  • Review AI-generated sentiment and intent analysis to spot early signs of customer concern.
  • Use product expertise to diagnose technical issues and align features with customer roadmaps.
  • Track customer health, identify patterns, and recommend relevant releases.
  • Act as the main customer contact during major incidents.
  • Work with Sales, Engineering, and Product Management on customer outcomes and revenue opportunities.
  • Route complex automation, data model, routing, and integration questions to technical specialists.

Requirements

  • At least five years of relevant industry experience in Customer Success, SaaS platforms, or a related field is preferred.
  • Strong consulting ability, including driving business value, facilitating discussions, addressing objections, and influencing executive conversations.
  • Relevant industry expertise and understanding of how the industry broadly affects customer businesses.
  • Excellent communication skills, with the ability to explain technical topics in business terms.
  • Three to four years of experience and deep expertise with Salesforce Service Cloud.
  • Knowledge of Omni-Channel, Service Cloud Voice, Digital Engagement, and Field Service Lightning.
  • Service Cloud Consultant certification preferred.
  • Salesforce Administrator and Service Cloud Consultant certifications preferred.
  • Data Cloud experience or certification preferred.
  • 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.
  • Previous experience leading, mentoring, or managing a team preferred.
  • Experience supporting customers in State, Local Government, and Education (SLED).
  • Willingness to work in the office at least three days per week.

Benefits

  • 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
  • Reasonable accommodations during the application or recruiting process

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