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Customer Success Manager – Digital (Marketing & Commerce) Clouds

Salesforce· Customer Success
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Hybrid (Multiple US locations), US-based locations$123.1k - $227kFull timePosted 6mo ago

About the role

Customer Success Manager (CSM) focused on delivering value for high-value customers on the Signature Success Plan within Salesforce Marketing & Commerce. Acts as a trusted advisor, aligning business and technical goals, driving adoption, managing stakeholders, and ensuring renewals and expansions.

Responsibilities

  • Serve as the single point of customer accountability for delivery of all Signature deliverables, overall customer experience, and renewal/expansion.
  • Coordinate all deliverables entitled to the customer, overseeing the Signature lifecycle experience.
  • Apply processes to address customer needs and ensure value from the Signature offering.
  • Align with Business and Technical Stakeholders to meet Signature objectives.
  • Prioritize work activities, organize tasks, and create basic plans; take ownership of tasks.
  • Utilize internal resources and seek guidance from managers or mentors on priority problems.
  • Develop and maintain relationships with key stakeholder levels, including executive IT and business leadership.
  • Act as a trusted advisor by understanding the customer’s business model and applying proven solutions.
  • Solidify partnerships and drive innovation aligned with customer challenges.
  • Increase customer engagement with products and services and identify political barriers to success.
  • Partner with more experienced teammates to solve problems and develop strategic success plans as needed.
  • Serve as primary interface for major incidents to protect peak revenue.
  • Conduct quarterly reviews of feature usage to drive adoption of tools (e.g., Journey Builder, Commerce Promotions).
  • Identify underutilization of entitlements and align features with customer priorities to increase throughput.
  • AI literacy and engagement capabilities: use AI agents for automation, data gathering, health monitoring; apply prompt engineering; monitor sentiment and intent; pursue Agentblazer training.
  • Collaborate with Sales, Engineering, and Product Management to coordinate relationships and revenue opportunities.
  • Form clear client engagement plans and maintain customer goals at the center of decisions.

Qualifications

  • Minimum 3-4 years of industry experience in Customer Success, SaaS platforms, and Marketing/Commerce operations.
  • Consulting skills: facilitate discussions, handle objections, translate business goals into product experiences.
  • Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.
  • Proactivity in learning and mentoring to accelerate development.
  • Experience guiding customers through Salesforce maturity and leveraging features like Forecasting and Pipeline Inspection for growth.

Skills

Required:Customer SuccessStakeholder ManagementTechnical Health & Adoption
Nice to have:AI Literacy

Benefits

  • Time off programs
  • Medical, dental, vision
  • Mental health support
  • Paid parental leave
  • Life and disability insurance
  • 401(k)
  • Employee stock purchase program
  • Accessible, inclusive hiring practices
Last updated Oct 25, 2026. Interested? Apply on the company site.
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