Customer Success Manager role at Salesforce focusing on ensuring high - value customers achieve ROI with Signature Success Plan. Responsible for delivering customer experience and managing stakeholder relationships in the Global Public Sector.
About the role
- Customer Success Manager at Service Express managing post-sale relationships for enterprise customers. Focused on engagement, renewals, and advocacy in hybrid or remote setups.
Responsibilities
- Manage post-sale relationships for a portfolio of enterprise customers in partnership with Account Managers and a pod of sellers
- Advocate for customers across onboarding, service delivery, billing, and renewals to ensure a consistent and positive experience
- Drive timely and successful renewals by forecasting outcomes, identifying risks early, and collaborating on accurate quotes and contracts
- Lead onboarding for new enterprise accounts, ensuring customers start with clarity and confidence
- Maintain proactive, ongoing engagement through regular check-ins and quarterly business reviews
- Serve as the primary post-sale point of contact for assigned customers
- Own customer issues and escalations end-to-end, coordinating with internal teams to resolve concerns efficiently
- Surface renewal risks, competitive insights, and expansion opportunities to sellers based on customer conversations
- Support account planning and strategy sessions by sharing customer context and recommendations
- Balance and prioritize engagement across a large book of customers, focusing time where it has the greatest impact
- Maintain accurate account, renewal, and health data in Salesforce, Trakker, or similar tools
- Provide regular updates and reporting on renewal progress, customer risks, and key account activity
- Contribute ideas and feedback to help build and improve Customer Success processes as the function evolves
Requirements
- 2+ years of experience in customer success, account management, renewals, or enterprise customer engagement
- A sales-minded, customer-first approach; you don’t need to be a salesperson, but you should be comfortable uncovering opportunities and surfacing risks
- Comfort partnering closely with sellers, Account Managers, and cross-functional teams
- Ability to prioritize effectively across multiple customers and competing timelines
Benefits
- Opportunities for personal growth and career advancement
- Paid volunteer hours and a day off for your birthday
- Comprehensive health insurance options starting on your first day
- 50% reimbursement for your health club membership
- 401(k) company match to help you plan for the future
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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