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Csm Manager Jobs in Virginia (NOW HIRING)

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Customer Support Manager MRO North America

Herndon, VA · On-site

$90K - $106K/yr

The CSM acts as the voice of the customer in the Customer Support and Services Organization. As ... Project Management experiencepreferred * Demonstrate a high level of accountability and integrity

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Csm Manager information

What is a CSM manager?

A CSM Manager, or Customer Success Manager Manager, oversees a team of Customer Success Managers who are responsible for ensuring clients achieve their goals using a company's products or services. This role involves mentoring and supporting the CSM team, developing strategies to improve customer satisfaction, and collaborating with other departments to resolve client issues. CSM Managers analyze customer feedback, track key performance metrics, and work to drive retention and growth. They play a critical role in building long-term relationships with clients and maximizing customer lifetime value.

What are the key skills and qualifications needed to thrive as a CSM manager?

To thrive as a Customer Success Manager, you need strong relationship-building skills, account management experience, and a background in customer support or sales, often supported by a bachelor's degree. Familiarity with CRM platforms like Salesforce, customer success tools, and data analysis software is typically required. Excellent communication, problem-solving, and empathy distinguish top performers in this role. These competencies are critical for driving customer satisfaction, retention, and long-term business growth.

How does a CSM manager typically support the professional development of their Customer Success team members?

A CSM Manager plays a key role in mentoring and upskilling their Customer Success team by providing regular feedback, organizing training sessions, and promoting knowledge sharing among team members. They often set clear performance goals and facilitate opportunities for team members to take on new challenges, such as leading client meetings or managing high-profile accounts. By encouraging collaboration and continuous learning, CSM Managers help their teams stay updated on industry best practices, which can lead to career advancement within the organization.

What is the difference between Csm Manager vs Customer Success Specialist?

AspectCsm ManagerCustomer Success Specialist
CredentialsTypically requires experience in customer success, leadership skills, and sometimes certifications like CSCPOften entry to mid-level, with relevant customer service or success certifications preferred
Work EnvironmentLeads teams, develops strategies, and manages customer relationships at a higher levelExecutes customer success activities, supports clients directly, and maintains relationships
Employer & Industry UsageCommon in SaaS, tech, and service industries for managing customer accountsUsed across similar industries for frontline customer engagement

The main difference is that a Csm Manager oversees customer success teams and strategies, while a Customer Success Specialist focuses on direct customer interactions and support. The manager role involves leadership and planning, whereas the specialist role emphasizes execution and relationship management.

Is being a CSM manager stressful?

Being a CSM (Customer Success Manager) manager can be stressful due to managing client relationships, meeting retention goals, and leading a team. The role often involves handling high-pressure situations, multitasking, and maintaining customer satisfaction, which can contribute to job stress. However, workload and stress levels vary depending on company size, industry, and individual management skills.

What is a typical CSM manager salary?

A Customer Success Manager (CSM) Manager's salary typically ranges from $70,000 to $120,000 annually, depending on experience, location, and company size. In larger organizations or high-cost regions, salaries can exceed this range, and additional compensation may include bonuses or stock options.
Infographic showing various Csm Manager job openings in Virginia as of August 2026, with employment types broken down into 86% Full Time, 12% Part Time, and 2% Contract. Highlights an 82% Physical, 2% Hybrid, and 16% Remote job distribution.

ServiceNow CSM - Now Assist Engineer

VA • On-site, Remote

Science Applications International Corporation
IT Services • 10K+ employees
Learn more about Science Applications International Corporationexternal

$49.75 - $68.25/hr

Full-time

Re-posted 20 days ago

SAIC rating

7.6

Company rating: 7.6 out of 10

Based on 81 frontline employees who took The Breakroom Quiz

Job description


Responsibilities:
Customer Service Management (CSM)
  • Configure, maintain, and support ServiceNow Customer Service Management (CSM) capabilities, including:
    • Case Management
    • Service Operations
    • Knowledge Management
    • Customer Portals and Experience Components
    • Request and Entitlement Management
    • Digital Engagement and Self-Service capabilities
  • Support customer and mission support workflows that improve case resolution and service delivery
  • Develop and maintain service catalogs, workflows, dashboards, reports, and automations supporting customer-facing operations
  • Assist with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub

Now Assist Implementation and AI Enablement
  • Support the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
  • Configure and maintain AI-powered features including:
    • Case summarization
    • Recommended responses
    • Knowledge generation
    • Search augmentation
    • Conversational experiences and Virtual Agent enhancements
  • Assist with AI operational processes related to:
    • Access controls
    • Data protection and privacy
    • Human review and approval processes
    • AI performance monitoring
  • Participate in testing, validation, and sustainment activities for AI-enabled capabilities

AI Governance and Compliance
  • Follow established governance and security processes for Now Assist and Generative AI capabilities
  • Support activities related to:
    • Responsible AI practices
    • Data classification and handling
    • User access controls
    • Change and release management
    • Audit and compliance activities
  • Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements

Operations and Maintenance (O&M)
  • Support day-to-day ServiceNow CSM and Now Assist operations
  • Monitor application health, performance, and AI feature effectiveness
  • Troubleshoot and resolve:
    • Availability issues
    • Access control issues
    • AI capability issues
    • Integration issues
    • Knowledge and search performance issues
  • Support upgrades, patching, release management, and backup and recovery activities
  • Maintain operational documentation, workflows, and standard operating procedures

Qualifications
Required Qualifications:
  • Bachelors and 9+ years of industry experience
  • Minimum 2 years of ServiceNow experience
  • A Minimum of a Secret clearance is required
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow AI or Now Assist implementation experience
  • Experience establishing AI governance frameworks in regulated environments
  • Experience supporting ServiceNow in DoD, Federal, GCC High, IL4, or IL5/IL6 environments
  • Familiarity with:
    • DoD AI Ethical Principles
    • AI governance and operational oversight processes
  • Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers

About Us
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

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