Customer Success Manager - Public Sector

Leadout Capital; McLean (VA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Office-flexible schedule

In-office 3 days/week

Job summary

Leadout Capital is seeking a Customer Success Manager to drive measurable impact for complex Signature customers. You will partner with client executives to align business goals with Salesforce adoption, health and value realization.

The role emphasizes strategic accountability, cross-org coordination, and proactive issue resolution to protect high-value renewals and Go-Live plans.

Qualifications

• 5-6 years of relevant experience in Customer Success, SaaS platform use, or related consulting fields.
• Exceptional communication and presentation skills with ability to influence at executive levels.
• Ability to handle objections, navigate complex discussions, and drive alignment across stakeholders.

Responsibilities

• Engage clients based on ROI and craft an engagement charter with goals and metrics.
• Own the Signature experience across multi-org customers and translate priorities into success plans.
• Act as the central resource for internal teams and customers, guiding resources as needed.
• Cultivate relationships with customer IT and business leadership to drive consensus and outcomes.

Skills

Communication skills

Executive influence

Customer success

Tools

Sales Cloud

Service Cloud

Job description

The Experience

The Customer Success Manager is a strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. As a primary strategic partner focused on the customer’s business goals, this role improves their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• Federal Civilian (FedCiv) – Work with non-defense federal agencies (such as Health & Human Services, Commerce, and Transportation) to drive digital transformation initiatives that improve citizen services, requiring knowledge of federal procurement processes and the ability to obtain a Public Trust clearance.

What You’ll Actually Be Doing

Strategic Accountability and Account Leadership

• Engage clients based on calculated ROI, and craft a clear engagement charter with specified goals and metrics to align internal and external teams.
• Own the Signature experience across complex, multi-org customers, integrating customer priorities and timelines into comprehensive success plans.
• Act as the central resource for the team and the customer, proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.

Trusted Advisory and Executive Influence

• Cultivate relationships with customer IT and business executive leadership, and drive consensus among key internal and external stakeholders.
• Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations that advance the customer’s core business goals.

Domain Expertise and Risk Mitigation

• Identify problems early and use the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-Live dates are at risk, questioning assumptions to uncover root causes.
• Guide customers through AI governance frameworks, Trust Layer best practices, and safety-by-design principles.

You’re Our Person If…

• Experienced business professional, preferably with 5-6 years of relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.

Cloud/Platform Requirements:

• 5-6 years experience supporting customers using Sales Cloud and Service Cloud.
• Working knowledge of core features:Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & DashboardsService Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing

Even Better If…

• Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).

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