Salesforce
Customer Success Manager, Digital - Commerce Cloud
Salesforce, Chicago, Illinois, United States, 60290
Overview
Customer Success Manager, Digital - Commerce Cloud. This role focuses on Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success. The position requires deep technical knowledge of the Salesforce platform and the ability to work closely across internal and external teams to provide a unified Signature experience.
Role Description For customers who wish to get the most value out of Salesforce with enterprise and rapid support delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will continually focus on your customers’ business needs, helping to improve their overall technical and operational health, and helping them realize the maximum value from their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through resolution. This position will focus on our Digital Signature customers and Commerce Cloud, coordinating with Digital Sales partners and expanding Signature coverage to drive customer success.
This role enables proactive success through platform optimization, with focus during peak events. It requires deep technical knowledge of the Salesforce platform and the ability to work across internal and external teams to deliver a unified Signature experience. Occasional travel to customer sites and after-hours or weekend coverage may be required depending on customer needs.
Responsibilities
Serve as the single point of customer accountability for orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers who have purchased Signature.
Help customers achieve business goals on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for the customer.
Providing timely, proactive Salesforce feature guidance based on the customer’s areas of interest.
Advising on the adoption of new features aligned with Salesforce’s release schedules and identifying potential challenges and risks.
Communicate the value of Signature Success and ensure all collaborators understand this value to drive renewals.
Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
Occasional travel to customer sites and potential after-hours or weekend coverage as needed.
Minimum Requirements
Minimum of 8 years in one or more of the following areas: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with ability to influence at all levels, including executive and C-level.
Ability to analyze technical concepts and translate them into business terms, and map business requirements to technical features.
Explain complex technical concepts in business-friendly terms and articulate customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or projects.
Minimum of 2 years of experience with Salesforce Commerce Cloud.
Preferred Requirements
Experience with Commerce Cloud or competing platforms (e.g., Shopify, Adobe, Marketo).
Salesforce product certifications are a plus (AI Associate, Administrator, Platform App Builder, Sales Cloud/Service Cloud consultants, B2C Commerce Developer, etc.).
Knowledge of Salesforce products, capabilities, deployment best practices.
Experience working with enterprise-level customers.
Note This role is office-flexible, with the expectation to be in office 3 days per week (Seattle/Bellevue, Chicago, Indianapolis, or Atlanta).
Accommodations If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salary ranges are determined by location and other factors. See details in the posting for benefits and compensation information.
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Role Description For customers who wish to get the most value out of Salesforce with enterprise and rapid support delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will continually focus on your customers’ business needs, helping to improve their overall technical and operational health, and helping them realize the maximum value from their Salesforce investment. You will act as a point of contact for major customer incidents, managing expectations and communications through resolution. This position will focus on our Digital Signature customers and Commerce Cloud, coordinating with Digital Sales partners and expanding Signature coverage to drive customer success.
This role enables proactive success through platform optimization, with focus during peak events. It requires deep technical knowledge of the Salesforce platform and the ability to work across internal and external teams to deliver a unified Signature experience. Occasional travel to customer sites and after-hours or weekend coverage may be required depending on customer needs.
Responsibilities
Serve as the single point of customer accountability for orchestration of all Signature deliverables, experience, renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers who have purchased Signature.
Help customers achieve business goals on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for the customer.
Providing timely, proactive Salesforce feature guidance based on the customer’s areas of interest.
Advising on the adoption of new features aligned with Salesforce’s release schedules and identifying potential challenges and risks.
Communicate the value of Signature Success and ensure all collaborators understand this value to drive renewals.
Advocate for customers during triage and resolution of high-severity cases to support timely resolution.
Occasional travel to customer sites and potential after-hours or weekend coverage as needed.
Minimum Requirements
Minimum of 8 years in one or more of the following areas: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with ability to influence at all levels, including executive and C-level.
Ability to analyze technical concepts and translate them into business terms, and map business requirements to technical features.
Explain complex technical concepts in business-friendly terms and articulate customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to resolve customer needs or projects.
Minimum of 2 years of experience with Salesforce Commerce Cloud.
Preferred Requirements
Experience with Commerce Cloud or competing platforms (e.g., Shopify, Adobe, Marketo).
Salesforce product certifications are a plus (AI Associate, Administrator, Platform App Builder, Sales Cloud/Service Cloud consultants, B2C Commerce Developer, etc.).
Knowledge of Salesforce products, capabilities, deployment best practices.
Experience working with enterprise-level customers.
Note This role is office-flexible, with the expectation to be in office 3 days per week (Seattle/Bellevue, Chicago, Indianapolis, or Atlanta).
Accommodations If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Salary ranges are determined by location and other factors. See details in the posting for benefits and compensation information.
#J-18808-Ljbffr