Strategic CSM, Sales & Service Cloud; Remote

Overview

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. This role supports customers within the National Security sector, acting as an extension of the customer workforce and a trusted advisor to navigate complex, high‑stakes environments.

• Serve as the single point of customer accountability for all Signature deliverables, overall experience, renewal, and expansion.
• Coordinate and oversee the experience throughout the Signature lifecycle.
• Apply correct processes to address customer needs and ensure value is delivered.
• Manage both Business and Technical stakeholders, aligning business value and technical goals.
• Prioritize work activities, organize tasks, create basic plans, and take responsibility for assigned tasks.
• Use internal resources, 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 executive‑level relationships within customer IT and business leadership.
• Act as a trusted advisor, gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to 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 success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans.
• 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 and align platform features with customer priorities.
• Demonstrate AI literacy: use AI agents to automate routine tasks such as meeting summaries, Q  data collection, and initial health monitoring.
• Apply basic prompt engineering to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• Monitor AI‑driven sentiment and intent analysis to flag early customer concerns.
• Actively seek out Agent blazer training and certifications to stay current.
• Apply product knowledge to address technical concerns, ask effective diagnostic questions, and align platform features with customer priorities and roadmaps.
• Monitor quarterly reviews, identify trends, and provide tailored release recommendations.
• Serve as the primary interface for major incidents to protect peak revenue.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships.
• Form clear plans for client engagements, communicate proactively, keep the customer goal central to decision‑making.
• Escalate complex automation, data model, routing, or integration questions to technical resources.

• Active TS/SCI Security Clearance.
• U.S. citizenship (U.S. born or naturalized) with no dual citizenship; must complete a Minimum Background Investigation for a Moderate Public Trust position.
• Eligible to work in Washington D.C. metro area (hybrid) or Hawaii (remote).
• 3+ years relevant experience in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills; able to drive business value, facilitate discussions, handle objections, and influence C‑level conversations.
• Industry‑relevant expertise and understanding of the broader impact on the customer’s business.
• Excellent communication skills to articulate technical issues to…