Customer Success Manager - Public Sector

Salesforce - McLean, VA

Full-time - Mid Level

McLean, VA

Publishing Industries

About the position

As a Customer Success Manager for the Public Sector, you will play a pivotal role in ensuring that our Signature customers, particularly those in the Department of Defense, Aerospace, Government System Integrators, and the Intelligence Community, receive the utmost value from our services. This position is designed for individuals who are passionate about customer success and have a deep understanding of government processes, regulations, and compliance requirements. You will be responsible for orchestrating all deliverables that your customers are entitled to, managing the day-to-day customer experience from onboarding through contract renewal and expansion. Your ability to develop strong relationships with customer team members, combined with your industry knowledge, will be crucial in improving implementation health and ensuring a seamless experience. In this role, you will serve as a single point of accountability for Signature customers, leveraging your expertise in our cloud products and industry-specific knowledge to drive customer success metrics. You will be tasked with aligning and managing both business and technical stakeholders around customer goals, ensuring that value is consistently delivered. Your responsibilities will also include handling escalations and managing red accounts, which requires strong problem-solving abilities and a solution-oriented mindset. As a trusted advisor, you will facilitate discussions at all levels of the organization, including C-level executives, and navigate complex conversations with ease. This position requires a proactive approach, as you will need to work autonomously while demonstrating initiative and ownership in driving projects forward. Collaboration with cross-functional teams, including sales, marketing, product development, and customer support, will be essential to ensure a unified customer experience and achieve desired business outcomes. Continuous learning and adaptability are key, as you will need to stay abreast of industry trends and emerging technologies to provide the best possible service to your customers.

Responsibilities

• Serve as a named resource and partner for Signature customer organizations.
• Orchestrate all deliverables entitled to customers, managing the day-to-day customer experience from onboarding through contract renewal and expansion.
• Develop deep relationships with customer team members to improve implementation health.
• Align and manage both business and technical stakeholders around customer goals.
• Drive Customer Success Score metrics and handle escalations and red accounts.
• Provide a unified Signature experience for customers by partnering across the organization.
• Leverage product and platform features to deliver value to customers.

Requirements

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, project leadership, Technology Consulting, or Solutions Architecture.
• Strong consultative skills and a proven track record as a Trusted Advisor to drive business value for customers.
• Outstanding communication and presentation skills, with the ability to influence effectively at all organizational levels.
• Ability to facilitate difficult discussions and handle objections adeptly.
• Knowledge in one or more lines of business (LoBs).
• Proven ability to collaborate effectively with cross-functional teams to ensure seamless customer experiences.
• Problem-solving and solution-oriented mindset with a track record of identifying customer challenges and developing creative solutions.
• Commitment to continuous learning and adaptability, staying abreast of industry trends and best practices.
• Proficiency in leveraging data and analytics to inform decision-making processes.

Nice-to-haves

• Security clearance (not required but preferred).
• Experience in government processes and compliance requirements.

Benefits

• World-class enablement and on-demand training.
• Exposure to executive thought leaders.
• Clear path to promotion with accelerated leadership development programs.
• Weekly 1:1 coaching with leadership.
• Fast Ramp mentorship program.
• Week-long product bootcamp.
• Sandler Sales Training.
• Volunteer opportunities.
• Health benefits.
• Financial benefits and perks.
• Time off and leave policies.
• Parental benefits.
• Perks and discounts.