Customer Success Manager (Global Public Sector, Education)

Role Overview

Customer Success Manager (CSM) for Salesforce’s Global Public Sector, Education team. You will help high-value customers achieve a strong return on investment with the Salesforce platform, acting as a trusted advisor across technical and business priorities.

Responsibilities

• Own the end-to-end Signature Success experience for a portfolio of high-value customers.
• Build and maintain trusted relationships with stakeholders, including senior leadership.
• Proactively identify and address adoption gaps.
• Translate customer needs into aligned outcomes by balancing technical and business concerns.
• Ensure customers gain significant ROI through strategic alignment of Salesforce capabilities to customer priorities and projects.
• Support customers in the education sector, including navigating complex and regulated environments.

Requirements

• Experience supporting customers in Education (K-12 and/or higher education), including modernization of legacy systems and improving constituent engagement.
• Ability to translate complex technical concepts into clear business terms.
• Confidently engage with both technical teams and C-level stakeholders.
• Hands-on experience with Salesforce Service Cloud, including one or more of:
  • Omni-Channel
  • Digital Engagement
  • Service Cloud Voice
• 3+ years in Customer Success, SaaS platform management, or related experience, with a track record of driving business value for enterprise customers.
• Salesforce Service Cloud Consultant or Administrator certification.
• Experience with customers in regulated/complex industries such as K-12 or higher education.
• Einstein AI for Service familiarity (e.g., case routing, chatbots, predictive service capabilities).
• Experience using AI tools to streamline customer success workflows (e.g., automated health monitoring, meeting summaries, success plan generation).
• Legal authorization to work in the U.S.; no company visa sponsorship.

Nice to Have

• Additional Salesforce certifications such as AI Associate, Data Cloud, or Agentforce Specialist.