Customer Success Manager – TS/SCI Clearance

Role Overview

• 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
• 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 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 underutilization 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)

Requirements

• Active TS/SCI Clearance
• Experienced business professional, preferably with 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
• Possess industry-relevant expertise and begin honing skills in a relevant functional area
• Should understand 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
• Cloud/Platform Requirements: Tableau Desktop Specialist and Data Analyst certifications (Data Cloud)
• 3+ years experience supporting customers using Tableau, with a demonstrated understanding of how Tableau connects to Salesforce Data
• Working knowledge of Tableau Desktop, Tableau Cloud/Server, and Tableau Prep
• Understanding of data visualization best practices and dashboard design
• Familiarity with common data sources (databases, spreadsheets, cloud apps)
• Ability to demonstrate Tableau features and navigate workbooks and dashboards
• Knowledge of basic analytics use cases (sales dashboards, operational reporting, KPI tracking) and experience with Tableau governance basics (permissions, projects, data sources)

Tech Stack

• Cloud
• Tableau
• TypeScript

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program