Customer Success Manager - Global Public Sector (Education)

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword – it’s a way of life. The world of work as we know it is changing, and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all. Customer Success Manager (CSM) The 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. The 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. What You’ll Actually Be Doing Own the end‑to‑end Signature Success experience for a portfolio of high‑value customers – coordinating all deliverables, tracking health metrics, and ensuring customers realize measurable business value throughout the lifecycle. Build and maintain trusted relationships with business and technical stakeholders, including executive leadership, by aligning Salesforce capabilities to each customer’s strategic priorities and roadmap. Proactively identify adoption gaps, monitor platform health, and deliver tailored recommendations that drive feature utilization, stability, and performance. Partner cross‑functionally with Sales, Engineering, and Product to resolve escalations, manage major incidents, and surface expansion and renewal opportunities. Industry Experience Education – Partner with K‑12 or higher education institutions to modernize legacy systems and enhance constituent engagement, requiring understanding of diverse regulatory environments and budget cycles across jurisdictions. Requirements 3+ years of experience in Customer Success, SaaS platform management, or a related field, with a track record of driving business value for enterprise customers. Ability to translate complex technical concepts into clear business terms and confidently navigate conversations with both technical teams and C‑level stakeholders. Hands‑on experience with Salesforce Service Cloud, including features such as Omni‑Channel, Digital Engagement, or Service Cloud Voice. Alignment with the Values & Behaviors for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) Position requirements: Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time. Preferred Hold a Salesforce Service Cloud Consultant or Administrator certification (additional certifications such as AI Associate, Data Cloud, or Agentforce Specialist are a bonus). Experience working with customers in regulated or complex industries such as K‑12 or higher education. Familiarity with Einstein AI for Service, including case routing, chatbots, or predictive service capabilities. Experience using AI tools to streamline customer success workflows, such as automated health monitoring, meeting summaries, or success plan generation. Benefits In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. Typical base salary range for this position is $123,100–$186,300 annually. In California and New York, and select cities in Boston, Chicago, Seattle, and Washington DC, the base pay range is $147,400–$202,600 per year. The range represents base salary only and does not include company bonus, incentive for sales roles, equity, or benefits, as applicable. Equal Opportunity Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence, and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Accommodation Request If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. Candidate Privacy Statement Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see the Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt‑out options. #J-18808-Ljbffr salesforce.com, inc.