Customer Success Manager - Core (Sales & Service) Clouds - Missionforce - TS/SCI Clearance

The Customer Success Manager (CSM) 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. The role supports customers operating within the National Security (NatSec) sector, including defense agencies, intelligence communities, and other mission‑critical government organizations. The CSM serves as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice in complex, high‑stakes environments. This is an Individual Contributor position. Industry Experience National Security (NatSec) – Serve defense, intelligence, and law enforcement agencies in implementing secure cloud solutions that meet stringent government security standards, requiring understanding of procurement processes and compliance frameworks, with Secret or Top Secret/SCI security clearance required. Responsibilities 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 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 Polygraph. Prior 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. The 3‑day in‑office expectation applies only to DMV‑based employees. Compensation and Benefits In the United States, compensation for this position ranges from $123,100 to $186,300 annually. For California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range is $147,400 to $202,600 per year. The stated range represents base salary only and does not include company bonus, incentive for sales roles, equity, or benefits. Benefits include medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock‑purchasing program. Equal Opportunity Employer Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Employees and applicants are 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. The policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other employment practices. #J-18808-Ljbffr salesforce.com, inc.