Customer Success Manager – Digital (Marketing & Commerce) Clouds
Core
Strategic Customer Success Manager ensuring high-value customers achieve ROI on Salesforce Marketing & Commerce Clouds by acting as a trusted advisor and extension of the customer's workforce.
Role type
Senior Individual Contributor Customer Success Manager (Marketing & Commerce)
Builds
Customer success plans, adoption strategies, and value delivery for Signature Success Plan customers
Domain
SaaS / Marketing & Commerce / Digital Transformation
Required skills
Customer success management, stakeholder management, strategic advisory, incident management, AI literacy, prompt engineering, data analysis, cross-functional collaboration, industry expertise (NGO)
Preferred skills
Experience with grant-funded programs, autonomous agent capabilities, social impact focus
Technologies
Salesforce Marketing Cloud, Salesforce Commerce Cloud, Journey Builder, Commerce Promotions, AI agents
Responsibilities
Serve as single point of accountability for customer deliverables and renewal; Align business and technical goals with customer priorities; Manage major incidents to protect revenue; Conduct quarterly reviews of feature usage and adoption; Identify underutilized entitlements and align features with priorities; Act as primary interface for major incidents; Forge relationships with Sales, Engineering, and Product teams.
Seniority
Mid-Senior, hands-on IC
