Customer Success Manager - State East & Local at Salesforce in Washington, DC

Job description

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. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Experience 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 functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. This is an Individual Contributor position. What You'll Actually Be Doing Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, aligning business and technical stakeholders to the Signature offer and prioritizing and planning work to deliver value. Act as a trusted advisor and build strong relationships, including at the executive level in customer IT and business leadership, while driving adoption of Sales and Service Cloud, running enablement sessions and sharing best practices for sales and service processes, data quality, and customer experience. Track usage metrics, conduct quarterly feature-usage reviews, and identify underutilized entitlements, trends, and tailored release recommendations to ensure stability, performance, and alignment with customer priorities. Use AI agents and prompt engineering to automate routine tasks, draft success plans, and flag early customer concerns, serve as the primary interface for major incidents, partner with Sales, Engineering, and Product Management, and escalate complex technical questions to technical resources. You're Our Person If... 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields. Strong consulting and communication skills, with a demonstrated ability to drive business value, handle objections, influence C-level conversations, and translate technical concepts into business terms. 3-4 years experience with deep Salesforce Service Cloud expertise, including advanced features: Omni-Channel, Service Cloud Voice, Digital Engagement (messaging, chat), Field Service Lightning. Industry-relevant expertise, with a growth mindset: actively seeks learning activities, approaches obstacles as growth opportunities, and seeks experienced mentors. Even Better If... Service Cloud Consultant or Data Cloud certification Additional Salesforce product certifications (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist, Agentblazer). Understanding of how Service Cloud integrates with telephony, chat, messaging, and self-service portals, and of Einstein AI for Service (case routing, chatbots, predictive service). Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to no