Customer Success Manager - Commerce Cloud

1 Minute ago • 5 Years + • Customer Service

Job Summary

Job Description

Salesforce is the #1 AI CRM, driving customer success. This role is for a Customer Success Manager (CSM) within the Signature Success team, serving as a primary contact for Salesforce’s largest customers. The CSM partners with assigned accounts, focusing on business goals to improve technical and operational health and maximize Salesforce investment value. As a trusted advisor, the CSM builds relationships, understands Salesforce implementations, shares best practices, and ensures proactive customer success, especially during critical events. The role involves acting as a point of contact for major incidents and collaborating with internal and external stakeholders.
Must have:
  • Function as the Commerce Cloud Subject Matter Expert (SME) for technical and operational configuration.
  • Serve as the single point of customer accountability for Signature deliverables, experience, and renewal.
  • Cultivate and maintain stakeholder relationships with customer IT and business executive leadership.
  • Help customers achieve business goals and outcomes on the Salesforce Commerce platform.
  • Coordinate the completion of the Signature Success catalog of services.
  • Provide timely, proactive Salesforce feature guidance.
  • Act as an advisor to customers for the adoption of new features and release schedules.
  • Communicate the value of Signature Success and ensure renewal.
  • Act as an advocate for customers during the triage and resolution of high severity cases.
  • Conduct quarterly reviews, identify trends, and provide tailored release recommendations.
  • Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management.
  • Be available for occasional after-hour or weekend coverage.
  • Anticipate and adapt to role changes per evolving Salesforce needs.
  • 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
  • Salesforce Commerce cloud or similar e-commerce product experience.
  • Exceptional communication and presentation skills.
  • Skills for both analyzing technical concepts and translating them into business terms.
  • Knowledge of software development process and design methodologies.
  • Experience leading efforts of cross-functional teams to facilitate resolution of customer needs.
Good to have:
  • +2 years in Salesforce Ecosystem
  • Salesforce product certifications (e.g., Administrator, B2C Commerce Developer)
  • Knowledge of Salesforce Commerce products and features, capabilities, best use, and how to deploy
  • Deep understanding of Commerce Cloud
  • eCommerce background as Consultant and/or Project Manager
Perks:
  • Volunteer opportunities (1:1:1 model)
  • Health benefits
  • Financial benefits and perks
  • Time off and leave policies
  • Parental benefits
  • Perks and discounts
  • Support to find balance and be your best
  • AI agents to accelerate your impact

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 Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

Your Impact

  • Function as the Commerce Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
  • Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and 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 Commerce platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer
  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
  • Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation
  • Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
  • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
  • Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
  • Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
  • The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
  • Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Minimum Skills:

  • Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
  • Salesforce Commerce cloud or similar e-commerce product experience
  • 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 both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
  • Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
  • Knowledge of software development process and design methodologies.
  • Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements:

  • +2 years in Salesforce Ecosystem.
  • Salesforce product certifications are a plus (Salesforce Administrator, B2C Commerce Developer, B2C Commerce Architect, Salesforce AI Associate).
  • Knowledge of Salesforce Commerce products and features, capabilities, best use, and how to deploy.
  • Deep understanding of Commerce Cloud.
  • eCommerce background as Consultant and/or Project Manager.
  • Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

This position will require you to work from your local Salesforce office 3 to 4 days a week.

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

  • Health benefits
  • Financial benefits and perks
  • Time off and leave policies
  • Parental benefits
  • Perks and discounts
  • Visit https://www.salesforcebenefits.com/ for the full breakdown.

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 not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this 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. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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