Overview

Customer Success Manager, Commerce Cloud / E-Commerce Space – Salesforce

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 customers and account teams, maintaining awareness of key events, needs, potential risks, and value drivers. You will help improve customers’ technical and operational health and realize maximum value from their Salesforce investment, acting as a point of contact for major customer incidents and managing communications through resolution.

You will proactively set customers up for success through optimization of the platform, with special care during peak events. This requires deep technical knowledge of the Salesforce platform and the ability to work across internal and external teams to provide a unified Signature experience.

Your Impact

• Serve as the single point of customer accountability responsible for the 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 within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services as required for your customer.
• Provide timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Act as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identify potential challenges and risks to the customer’s implementation.
• Communicate the value of Signature Success and ensure all collaborators understand this value to support renewals.
• Advocate for customers during triage and resolution of high-severity cases to aid timely resolution.
• The CSM may be required to travel to customer sites occasionally and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Minimum Requirements

• Minimum of 7 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.
• 4+ years’ experience in management consulting services.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for analyzing technical concepts and translating them into business terms and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, and then explain customer needs to internal partners.
• Knowledge of software development processes and design methodologies.
• Experience leading cross-functional teams to facilitate the resolution of customer needs or projects.

Preferred Requirements

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Commerce Cloud Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and deployment.
• Experience working with enterprise-level customers.

Note: This role is office-flexible, with an expectation to be in the office 3 days per week.

Additional Information

Accommodations: If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Salesforce is a recognised Disability Confident employer and commits to an inclusive recruitment process, offering an interview to disabled applicants who meet essential criteria.

Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. Recruitment, hiring, and promotion decisions are based on merit, without regard to protected characteristics.