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. As a proud member of the Missionforce team, this role supports customers operating within the National Security (NatSec) sector, including defense agencies, intelligence communities, and other mission-critical government organizations. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations operating in complex, high-stakes environments. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems — with a deep understanding of the unique compliance, security, and mission-driven requirements inherent to the NatSec landscape.
We are looking for candidates who have experience supporting customers in one or more of the following industries:
National Security (NatSec) – Serve defense, intelligence, and law enforcement agencies in implementing secure cloud solutions that meet stringent government security standards, requiring understanding of government procurement processes and compliance frameworks, with Secret or Top Secret/SCI security clearance required.
This is an Individual Contributor position.
Responsibilities:
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 Sales 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 organizational 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
Required Qualifications:
- Active TS/SCI Security Clearance
- This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
- Eligible Locations:Washington D.C. metro area DC, Maryland, Virginia (Hybrid) OR Hawaii (Remote)
- Experienced business professional, preferably with 3+ years of relevant industry expertise in Customer Success, SaaS 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.
- Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
Cloud/Platform Requirements:
- 3-4 years experience supporting customers using Sales Cloud and Service Cloud.
- Working knowledge of core features:
- Sales Cloud: Leads, Accounts, Contacts, Opportunities, Forecasting, Reports & Dashboards
- Service Cloud: Cases, Knowledge, Queues, Service Console, Omni-Channel routing
- Understanding of Sales (lead-to-cash, opportunity management, pipeline management) and Service (case management, escalation, SLA management) processes.
- Familiarity with Sales Cloud automation (workflows, process builder, flows for sales processes) and Service Cloud automation (email-to-case, web-to-case, case assignment rules, macros)
- Ability to demonstrate Lightning Sales/Service Console and mobile app
- Knowledge of common sales (territory management, lead assignment, opportunity stages) and Services (case deflection, knowledge management, multi-channel support) use cases.
Preferred Qualifications:
- Sales Cloud Consultant and Service Cloud Consultant certifications
- Full Scope PolygraphPrior consulting experience supporting the U.S. Department of Defense (DoD), Intelligence Community (IC), or Federal Civilian agencies
- Additional Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer).
- Experience with Einstein for Sales (lead scoring, opportunity insights, activity capture) and Service (case classification, article recommendations, next best actions).
- Understanding of how Sales Cloud integrates with marketing automation and service tools and how Service Cloud integrates with telephony, chat, messaging, and self-service portals.
Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week. 3-day in-office expectation applies only to DMV-based employees.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.
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.
At Salesforce, we strive to create an accessible and inclusive experience for all candidates.
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodation 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.
Equal Opportunity 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.
The typical base salary range for this position is $123,100 - $273,000 annually
There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $147,400 - $298,400 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.
The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
