Customer Success Manager - Commerce Cloud
Core
Serve as a named resource and trusted advisor for Salesforce Commerce Cloud Signature customers, driving advocacy, reducing attrition, and ensuring technical/operational health to maximize investment value.
Role type
Senior Customer Success Manager (SaaS/Commerce)
Builds
Signature Success Plan deliverables, customer success experiences, renewals, and expansions for enterprise e-commerce clients.
Domain
E-commerce, Retail, Consumer Goods, SaaS
Deliverable
client delivery
Required skills
Digital and E-commerce environment experience, SaaS platform use, project leadership, technical consulting, solutions architecture, executive communication, translating technical concepts to business terms, cross-functional team leadership, Spanish and English proficiency.
Preferred skills
Salesforce Commerce Cloud and Marketing Cloud experience, Salesforce Core platform experience, Retail and Consumer Goods industry experience, Salesforce product certifications, Enterprise-level customer experience, additional EU languages.
Technologies
Salesforce Commerce Cloud, Marketing Cloud, Salesforce Core platform
Responsibilities
Orchestrate all Signature deliverables, experience, renewal, and expansion; cultivate relationships with customer IT and executive leadership; advise on new feature adoption and identify implementation risks; provide proactive feature mentorship; coordinate Signature Success catalogue services; communicate Signature value to ensure renewal; advocate during high-severity case triage and resolution.
Seniority
Senior, hands-on IC