Customer Success Manager, Mulesoft - Public Sector/Federal Civilian

The Customer Success Manager (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 Salesforce. Impact Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, renewal, and expansion. Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. Successfully align with and manage both business and technical stakeholders, focusing on aligning business value and technical goals to the Signature offer. Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni‑channel routing. Share best practices for sales and service process optimization, data quality, and customer experience. Strategic Advisory & Stakeholder Management Drive adoption of MuleSoft features with reps, agents, managers, supervisors, and ops teams. Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, CSAT scores). Develop and maintain strong relationships at key stakeholder levels, including cultivating executive‑level relationships within customer IT and business leadership. Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems. Solidify partnership commitments and drive innovation aligned with customers’ business challenges. Increase customer engagement with products and services and identify major political barriers to customer success. Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput. Technical Health, Adoption & Risk Management Drive adoption of Anypoint Platform capabilities with integration teams and developers and share MuleSoft best practices and use cases. Conduct enablement sessions on MuleSoft features and track usage metrics (API calls, integration flows, connector usage). Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. Ability to use natural‑language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. Using AI‑driven sentiment and intent analysis to flag early customer concerns for human intervention. Actively seek out “Agentblazer” training and certifications to stay current on autonomous agent capabilities. Apply product knowledge and expertise to address technical concerns, ask effective diagnosis questions, and align platform features with customer priorities and roadmaps. Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Serve as the primary interface for major incidents to protect peak revenue. Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision‑making. Escalate complex automation, data model, routing, or integration questions to technical resources. Minimum Requirements Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C‑level conversations. Possess industry‑relevant expertise and begin honing skills in a relevant functional area; understand the broad impact of the industry on the customer’s business. Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms. Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development. Cloud/Platform Requirements MuleSoft Integration Associate and Developer certifications. 3‑4 years of experience supporting MuleSoft Anypoint Platform (Runtime Manager, API Manager, Exchange, Design Center). Integration patterns: API‑led connectivity (system, process, experience APIs). Pre‑built connectors for Salesforce, SAP, databases, SaaS apps. Understanding of API lifecycle management (design, deploy, manage, monitor). Basic knowledge of REST APIs and API security. Familiarity with common integration use cases and API design best practices. Preferred Requirements Note: this role is office‑flexible, with an expectation of being in‑office a minimum of three (3) days per week. Salary The typical base salary range for this position is $123,100 - $186,300 annually. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range is $147,400 - $202,600 per year. This range represents base salary only and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the accommodations request form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in equality for all, leading the path to equality by creating a workplace that is inclusive and free from discrimination. All employment decisions are fair and based on merit, and the policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. #J-18808-Ljbffr Centaur Labs