Customer Success Manager - Data- Missionforce - TS​/SCI Clearance

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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 an extension of the customer’s workforce, the CSM is a trusted advisor who identifies and addresses both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.

• National Security (Nat Sec) – Serve defense, intelligence, and law enforcement agencies and implement secure cloud solutions that meet stringent government security standards.

• 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.
• 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 such as 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 and applying proven solutions to customers’ problems.
• Solidify partnership commitments and drive innovation aligned with customers’ business challenges.
• Increase customer engagement with products and services and identify major political 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.
• Drive adoption of Tableau features with business users and analysts and track usage metrics (active users, workbook views, data source adoption).
• Conduct enablement sessions and share best practices on dashboard creation and performance, data exploration, and visualization design.
• Escalate complex data modeling or server confiscation questions to technical resources.
• Use AI agents to automate routine tasks such as meeting summaries, Q  data collection, and initial health monitoring.
• Use natural‑language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• Use AI‑driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Actively seek out “Agent blazer” training and certifications to stay current on autonomous agent capabilities.
• Apply product knowledge and expertise to address technical concerns and ask effective diagnosis questions.
• Provide tailored release recommendations and monitor quarterly reviews to ensure stability, performance, and feature enhancement.
• Serve as the primary interface for…