Customer Success Manager, MuleSoft - Global Public Sector

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Customer Success Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Experience

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.

What You'll Actually Be Doing

- Serve as the single point of customer accountability for orchestration, value realization, adoption, and expansion, partnering with the customer during implementation to ensure a seamless transition to long-term value from integration and API initiatives.

- Manage the platform adoption roadmap and drive optimization of API usage, integration patterns, and automation, while defining, tracking, and demonstrating quantifiable business impact and ROI (e.g., process automation gains, operational efficiency, faster time-to-market).

- Represent Salesforce with credibility to senior client executives (CIOs, CTOs, Enterprise Architects), proactively identify risks, blockers, and new integration use cases, and partner with customer architects and Product, Engineering, and Services to remove barriers and represent customer feedback.

- Build the business case for expanding the MuleSoft footprint, identify signals of upsell readiness, partner with Sales to secure renewals and drive expansion, and build a Center for Enablement (C4E) within the customer organization to drive adoption, governance best practices, and advocacy of API-led connectivity.

You're Our Person If...

- 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.

- Proven success managing large, complex enterprise accounts with multiple stakeholders and business units, and developing relationships with senior executives (Director/VP level) to influence technical strategy.

- Deeper technical knowledge of integration architectures, API design patterns, and platform best practices, including experience with MuleSoft and/or competing iPaaS platforms.

- Exceptional communication, project management, and strategic problem-solving skills, a history of driving incremental Annual Contract Value (iACV) through expansion sales, and the agility to thrive in fast-paced, high-growth environments.

Even Better If...

- MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI Associate certifications.

- Technical background with software development processes, APIs, web services, databases, cloud platforms, and modern integration patterns.

- Consulting experience leading cross-functional teams and a track record of uncovering and closing expansion opportunities

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

For Ontario-based roles, the base salary hiring range for this position is CAD 115,200 to CAD 158,400 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

This posting is to fill a vacancy on our team, unless otherwise noted.