Customer Success Manager - Core; Sales & Service Clouds - Missionforce

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. As a proud member of the Mission force team, the role supports customers operating within the National Security (Nat Sec) sector, including defense agencies, intelligence communities, and other mission‑critical government organizations.

• 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 under utilization 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, Q  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 “Agent blazer” 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…