Customer Success Manager, Salesforce

• We are looking for candidates who have experience supporting customers in one or more of the following industries:
• Education – Partner with K-12/higher education institutions to modernize legacy systems and enhance constituent engagement, requiring understanding of diverse regulatory environments and budget cycles across jurisdictions
• You have 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
• You can translate complex technical concepts into clear business terms and confidently navigate conversations with both technical teams and C-level stakeholders
• You have hands-on experience with Salesforce Service Cloud, including features such as Omni-Channel, Digital Engagement, or Service Cloud Voice
• Experience will be evaluated based on alignment to 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

Desirable

• 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
• 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
• This is an Individual Contributor position