Strategic CSM, Sales & Service Cloud (Remote)

RTL2 Fernsehen GmbH & Co. KG; Maryland; On-site; Full time

Job description

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.

Responsibilities

• 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, QBR 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 Agentblazer 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.

Qualifications

• 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 diverse audiences and translate technical concepts into business terms.
• Proactive learner; approaches obstacles as growth opportunities; seeks mentors to accelerate development.

Preferred Qualifications

• Sales Cloud and Service Cloud Consultant certifications.
• Full Scope Polygraph.
• Prior consulting experience supporting DoD, 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 and Service.
• Understanding of integration between Sales Cloud and marketing automation, and between Service Cloud and telephony, chat, messaging, and self‑service portals.

Location & Work Arrangements

This role is office‑flexible and requires employees in the D.C. metro area to be in‑office a minimum of three days per week. Remote work is available for employees in Hawaii.

Compensation

The typical base salary range for this position is $123,100 – $186,300 annually. In California, New York, and select metro cities, the range is $147,400 – $202,600. Incentive compensation, equity, and benefits may also be applicable.

Benefits

Time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program are offered.

EEO Statement

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination. All applicants are assessed on merit and qualifications, regardless of race, religion, sex, sexual orientation, gender expression, veteran status, or any other protected category.

Accommodations

Accommodations for applicants may be requested during the application or recruiting process.