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

Salesforce•Washington, DC

2d•Hybrid

About The Position

Salesforce is seeking a Customer Success Manager (CSM) for its Missionforce team, supporting customers in the National Security (NatSec) sector, including defense agencies, intelligence communities, and government organizations. This role acts as an extension of the customer's workforce and a trusted advisor, providing guidance on technical and business concerns within the unique compliance, security, and mission-driven requirements of the NatSec landscape. The CSM is responsible for ensuring high-value customers achieve a significant return on investment with Salesforce's platform, particularly those purchasing the Signature Success Plan. This is an Individual Contributor position.

Requirements

Active TS/SCI Security Clearance
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.
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.
Industry-relevant expertise and honed skills in a relevant functional area.
Understanding of 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.
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.

Nice To Haves

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 (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.

Responsibilities

Serve as the single point of customer accountability for the delivery of all Signature deliverables, 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.
Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
Prioritize urgent work activities, organize tasks, 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.
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.
Utilize AI agents for tasks like meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language commands for AI agents to retrieve customer data and generate success plan drafts.
Monitor AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
Actively seek out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge and expertise to address technical concerns, 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.