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.
The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and 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.

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.
Should understand the broad impact of the industry on the customer’s business.
Excellent communication skills to articulate technical issues to diverse audiences and the ability to 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: 3-4 years experience supporting customers using Sales Cloud and Service Cloud.
Working knowledge of core features: Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing.
Sales Cloud Consultant and Service Cloud Consultant certifications
Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).

Customer Success Manager, Core Clouds – State & Local Gov

Key skills