Customer Success Manager, MuleSoft - Global Public Sector

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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.

• 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.

• 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.

• 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