Customer Success Manager - Public Sector, London

Overview of the Role

At Salesforce, customers who choose our Signature Success Plan unlock our most elite level of partnership — expert guidance, deep product knowledge, and proactive support to stay agile and maximize value. As a Customer Success Manager (CSM) for Signature Success, you will become a strategic partner to our most important customers, serving as their trusted advisor and orchestrating the full Signature experience.

You will proactively set the customer up for success through optimization of the solution, with special care during critically important peak events. This will require technical knowledge of Salesforce Clouds, and the ability to work closely across internal and external teams to provide a unified Signature experience. As a Customer Success Manager, you will be a named advisor to a portfolio of Signature Success customers in the region. You will build deep, trusted relationships with customer stakeholders and Salesforce account teams, maintaining a high level of awareness of customer priorities, business goals, and potential risks.

You will proactively guide your customers to success by aligning their business goals with the Salesforce platform, offering strategic and solution recommendations, coordinating Signature Success deliverables, and ensuring operational excellence during critical events. You will also support communication during major incidents, providing timely updates and managing customer expectations.

Responsibilities

Strategic Partnership

• Act as the trusted point of contact and advocate for your customers, driving alignment between their business goals and Salesforce’s capabilities.

• Build and sustain relationships with customer IT and business executives, becoming a true strategic partner.

Customer Enablement

• Guide customers in adopting the Salesforce platform through proactive recommendations and personalized service delivery from the Signature catalogue.

• Provide insight into new features and releases, helping customers navigate change and mitigate potential risks.

Incident Management

• Support communications during high-severity incidents, ensuring a smooth and transparent experience while advocating for customer resolution.

Renewal & Growth

• Clearly articulate and demonstrate the value of Signature Success and platform capabilities to ensure ongoing investment and expansion.

Required Qualifications

• 6+ years of experience in Cloud environments in roles such as Customer Success, SaaS platform management, Solution Architecture, or Technical Consulting

• Outstanding communication and presentation skills with demonstrated ability to communicate and influence optimally at all levels of the organization, including executive and C-level.

• Skills for analyzing technical concepts, translating them into business terms and mapping business requirements into technical features.

• Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

• Proven ability to build trust-based relationships and navigate complex, enterprise-level environments

Preferred Qualifications

• Experience with the Salesforce Core platform is a plus

• Salesforce product certifications are a plus

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.