Customer Success Manager - Senior Manager - Global Public Sector - (Federal Civilian)

Salesforce
Virginia
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Presentation","Stakeholder management","Risk management","Mentorship"]

Drive quantifiable outcomes for complex, multi-org Federal Civilian customers by owning the Signature customer experience and aligning internal teams around customer business and technical goals. Lead ROI-driven engagement, program management, resource mobilization, and an engagement charter with clear metrics. Provide trusted advisory to executive stakeholders, manage risks to renewals and go-lives using escalation and incident processes, and help design agentic workflows and AI governance practices.

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FursaFursa
Salesforce
Salesforce
1 day ago

Customer Success Manager - Senior Manager - Global Public Sector - (Federal Civilian)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Drive quantifiable outcomes for complex, multi-org Federal Civilian customers by owning the Signature customer experience and aligning internal teams around customer business and technical goals. Lead ROI-driven engagement, program management, resource mobilization, and an engagement charter with clear metrics. Provide trusted advisory to executive stakeholders, manage risks to renewals and go-lives using escalation and incident processes, and help design agentic workflows and AI governance practices.
Location: Virginia
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the Signature customer experience for complex, multi-org Federal Civilian customers and ensure delivery of key deliverables.
  • •Create ROI-driven engagement and success plans by integrating priorities, timelines, and metrics across work streams.
  • •Serve as a central resource by mobilizing team expertise and amplifying the customer’s voice internally.
  • •Provide trusted advisory to customer IT and business executives with executive influence and clear recommendations.
  • •Manage risks to high-value renewals and go-lives using escalation and incident management processes, and guide governance/guardrails for AI usage.

Pay and Benefits

Perks:MedicalDentalVisionHealth InsuranceParental LeaveLife InsuranceDisability Insurance401kEquity

Key Requirements

  • •5-6 years of relevant customer success, SaaS platform use, or related strategic consulting experience.
  • •Experience supporting customers using Sales Cloud and Service Cloud for 5-6 years.
  • •Exceptional communication and presentation skills with the ability to influence executive and C-level stakeholders.
  • •Ability to handle objections, navigate complex discussions, and drive alignment with persistence.
  • •Must have strong working knowledge of core Sales Cloud and Service Cloud features (leads/accounts/opportunities/forecasting/reports; cases/knowledge/queues/service console/omni-channel routing).
Experience:SaaSCustomer successSales CloudService CloudFederal Civilian
Skills:CommunicationPresentationStakeholder managementRisk managementMentorship
Tech Stack:Sales CloudService CloudOmni-Channel routingAgentforce

Eligibility

Nationality:US National
Security Clearance:Moderate Public Trust

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
Glassdoor
Glassdoor: 4.1
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