Customer Success Manager, Mulesoft - Public Sector/Federal Civilian

Role Description Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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 our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. Responsibilities Serve as the single point of accountability for all Signature deliverables and the overall customer experience, including renewal and expansion. Coordinate and oversee the Signature lifecycle, applying the correct processes to address customer needs and ensure value is delivered. Manage both business and technical stakeholders, focusing on aligning business value and technical goals with the Signature offer. Prioritize urgent work activities, organize tasks, and create basic plans to focus time while relying 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. Drive adoption of MuleSoft features with reps, agents, managers, supervisors, and ops teams. Track and report usage metrics such as opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and 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 understanding the customer’s business model and applying proven solutions to their problems, solidifying partnership commitments and driving innovation aligned with the customer’s business challenges. Increase customer engagement with products and services, identifying major political barriers to success and partnering with 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 (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. Drive adoption of Anypoint Platform capabilities with integration teams and developers, sharing MuleSoft best practices and use cases. Conduct enablement sessions on MuleSoft features and track usage metrics for API calls, integration flows, and connector usage. Leverage AI literacy to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use prompt engineering basics to guide AI agents; and monitor AI‑driven sentiment and intent analysis for early customer concerns. Engage in continuous learning by seeking “Agentblazer” training and certifications to stay current on autonomous agent capabilities. Apply product knowledge 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 (e.g., checkout failures or email deliverability drops) to protect peak revenue. Forge multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. Form clear plans for client engagements, communicate 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. Industry‑relevant expertise and a commitment to honing skills in a relevant functional area. Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms. Active pursuit of relevant learning activities and a growth mindset. Cloud/Platform Requirements: MuleSoft Integration Associate and Developer certifications. 3‑4 years experience supporting MuleSoft Anypoint Platform (Runtime Manager, API Manager, Exchange, Design Center). Experience with API‑led connectivity, pre‑built connectors for Salesforce, SAP, databases, SaaS apps. Understanding of API lifecycle management, REST APIs, API security, and best practices. Preferred Requirements Office‑flexible role with expectation of being in‑office a minimum of three (3) days per week. Equal Opportunity Employer 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 and strive to create an inclusive workplace free from discrimination. All employees and prospective employees will be assessed on 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. Salary Range The typical base salary range for this position is $123,100–$186,300 annually. In California, NewYork, and select cities in Boston, Chicago, Seattle, and WashingtonDC, the range is $147,400–$202,600 per year. #J-18808-Ljbffr 100 Salesforce, Inc.