Customer Success Manager - Global Public Sector

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 7, 2026
Experience: Plus 3-4 years experience supporting customers using Data 360 or Service Cloud.
Posting language: English
Posted: Oct 21, 2026

Original job description

Description

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.

This is an Individual Contributor position.

Your Impact

Customer Accountability and Value Alignment

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.
Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing
Share best practices for sales and service process optimization, data quality, and customer experience

Strategic Advisory and Stakeholder Management

Drive adoption of Data 360 and Service Cloud features with reps, agents, managers, supervisors, and ops teams
Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores)
Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems.
Solidify partnership commitments and drive innovation aligned with customers' business challenges.
Increase customer engagement with products and services and identify major political barriers to customer success.
Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.

Technical Health, Adoption, and Risk Management

AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask ** effective diagnosis questions**, and align platform features with customer priorities and roadmaps.
Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
Escalate complex automation, data model, routing, or integration questions to technical resources

Minimum Requirements

5+ years of relevant industry expertise in Customer Success, Salesforce 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.

Must Have Cloud/Platform Requirements (Including Above)

Plus 3-4 years experience supporting customers using Data 360 or Service Cloud.
Working knowledge of core features:
- Data 360: Proficiency in configuring data streams (Salesforce, S3, similar data products) and mapping source data
- Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing

Preferred Requirements

Professional fluency in both English and French
Public Sector Experience

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

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More about this job

Responsibilities

Own the customer relationship and delivery of Signature Success Plan commitments, aligning business and technical goals while driving adoption, value realization, renewals, and expansion. Monitor customer health and platform usage, advise stakeholders, coordinate incident response, and collaborate with internal teams to address risks and support customer success.

Requirements

Requires at least five years of relevant experience in customer success, Salesforce platform use, or a related field, along with strong consulting, communication, and executive-influence skills. Also requires three to four years supporting customers using Data 360 or Service Cloud, with working knowledge of relevant platform features; public sector experience and professional fluency in English and French are preferred.

Skills

Customer Success
Salesforce Platform
Data 360
Service Cloud
Stakeholder Management
Strategic Advisory
Business Value Alignment
Technical Troubleshooting
Customer Adoption
Risk Management
AI Agent Usage
Prompt Engineering
Data Mapping
Omni-Channel Routing
Executive Communication
Incident Management

Visa sponsorship

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Keywords

Customer Success Manager
Signature Success Plan
Salesforce
Data 360
Service Cloud
Customer Adoption
Renewal Management
Expansion
Business Value
Stakeholder Management
Executive Relationships
Opportunity Management
Case Management
Forecasting
Pipeline Hygiene
Knowledge Management
Omni-Channel Routing
Journey Builder
Commerce Promotions
AI Agents
Prompt Engineering
Sentiment Analysis
Intent Analysis
Data Streams
Data Mapping
Incident Management
Public Sector
Customer Health Monitoring
Quarterly Business Reviews
Platform Stability

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