Customer Success Manager, Digital
Core
Serve as a named resource and trusted advisor for enterprise customers on the Salesforce Signature Success Plan, ensuring platform optimization, incident resolution, and realization of maximum business value.
Role type
Senior Customer Success Manager (Enterprise SaaS)
Builds
Signature Success Plan deliverables, customer health, and renewal/expansion outcomes
Domain
SaaS / CRM / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Technical Customer Success, Salesforce CRM expertise, SaaS platform use, project leadership, solutions architecture, management consulting experience, executive stakeholder management, technical-to-business translation, software development lifecycle knowledge, cross-functional team leadership
Preferred skills
Salesforce Marketing Cloud/Commerce Cloud experience, competing platform experience (Shopify, Adobe, Marketo), Salesforce product certifications, Enterprise-level customer experience
Technologies
Salesforce (Marketing Cloud, Commerce Cloud, Service Cloud, Sales Cloud, Data Cloud), Shopify, Adobe, Marketo
Responsibilities
Orchestrate all Signature deliverables, experience, renewal, and expansion; cultivate relationships with customer IT and executive leadership; coordinate completion of the Signature Success catalog; provide proactive feature guidance and adoption advice for annual releases; act as an advocate during high-severity case triage and resolution; manage expectations and communications during major customer incidents
Seniority
Senior, hands-on IC with management consulting background