Customer Success Manager – Digital (Marketing & Commerce) Clouds
Salesforce, Indianapolis, IN, United States
Role Description
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM identifies and addresses both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. In the Agentic Era, the Marketing & Commerce CSM serves as a Strategic Partner who is truly at home in the digital-first world. You speak the customer’s language—discussing ROAS, conversion funnels, and omnichannel orchestration—while navigating industry-specific challenges like peak-season scaling and privacy shifts. Your primary impact comes from translating complex business goals into a seamless customer journey across Marketing & Commerce. You act as a domain authority who understands that technology succeeds when it is grounded in a deep understanding of the customer’s business challenges and market trends. Role Industries
We are looking for candidates who have experience supporting customers in one or more of the following industries: NGO – Support mission-driven NGOs, nonprofits, and international development organizations in leveraging technology to maximize social impact and operational efficiency. This is an Individual Contributor position. Your Impact
Customer Accountability and Value Alignment
Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. Prioritize urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. Strategic Advisory and Stakeholder Management
Develop and maintain strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership. Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems. Solidify partnership commitments and drive innovation aligned with customers\' business challenges. Increase customer engagement with products and services and identify major political barriers to customer success. Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. Technical Health, Adoption, and Risk Management
Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput. AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. Prompt Engineering Basics: Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. AI Engagement Monitoring: Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. Collaborative Learning: Stay current on autonomous agent capabilities through training and certifications. Learning & Development: Apply product knowledge to address technical concerns and align platform features with customer priorities and roadmaps. Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues. Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. Minimum Requirements
Minimum 3-4 years of industry experience in Customer Success, SaaS platforms, and Marketing/Commerce operations. Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences. Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms. Actively seek relevant learning activities, approach obstacles as growth opportunities, and seek mentors to accelerate development. Drives long-term commercial success as a Salesforce trusted advisor, guiding customers through Salesforce maturity and leveraging features like Forecasting and Pipeline Inspection. In Addition (required)
Cloud/Platform Requirements
3-4 years experience supporting customers using Marketing Cloud. Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials. Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist). Note
This role is office-flexible, and the expectation is to be in-office a minimum of three days per week. This is not a remote position. Preferred Qualifications
Marketing Cloud certifications (Email Specialist, Engagement Foundations). Data Cloud: Hands-on experience or certification in Salesforce Data Cloud. Salesforce Platform Administrator certification. Agentblazer Champion Status or higher. Quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Marketing Promotions. Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support balance and personal best. Our AI agents accelerate your impact so you can do your best. Apply today to shape the future and redefine what’s possible for yourself, AI, and the world. Accommodations
If you need a reasonable accommodation during the application or recruiting process, submit a request via the Accommodations Request Form. Please note that Salesforce uses AI tools to help recruiters assess candidates. Humans will make final decisions. See our Candidate Privacy Statement for details about data usage and AI opt-out options. Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination. Employees and applicants are evaluated on merit, competence, and qualifications, without regard to protected characteristics. Compensation varies by location and other factors. This role may be eligible for incentive compensation, equity, and benefits. Details at Salesforce Benefits.
#J-18808-Ljbffr
The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM identifies and addresses both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. In the Agentic Era, the Marketing & Commerce CSM serves as a Strategic Partner who is truly at home in the digital-first world. You speak the customer’s language—discussing ROAS, conversion funnels, and omnichannel orchestration—while navigating industry-specific challenges like peak-season scaling and privacy shifts. Your primary impact comes from translating complex business goals into a seamless customer journey across Marketing & Commerce. You act as a domain authority who understands that technology succeeds when it is grounded in a deep understanding of the customer’s business challenges and market trends. Role Industries
We are looking for candidates who have experience supporting customers in one or more of the following industries: NGO – Support mission-driven NGOs, nonprofits, and international development organizations in leveraging technology to maximize social impact and operational efficiency. This is an Individual Contributor position. Your Impact
Customer Accountability and Value Alignment
Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. Align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. Prioritize urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. Strategic Advisory and Stakeholder Management
Develop and maintain strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership. Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems. Solidify partnership commitments and drive innovation aligned with customers\' business challenges. Increase customer engagement with products and services and identify major political barriers to customer success. Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. Technical Health, Adoption, and Risk Management
Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance. Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput. AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. Prompt Engineering Basics: Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. AI Engagement Monitoring: Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. Collaborative Learning: Stay current on autonomous agent capabilities through training and certifications. Learning & Development: Apply product knowledge to address technical concerns and align platform features with customer priorities and roadmaps. Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues. Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. Minimum Requirements
Minimum 3-4 years of industry experience in Customer Success, SaaS platforms, and Marketing/Commerce operations. Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences. Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms. Actively seek relevant learning activities, approach obstacles as growth opportunities, and seek mentors to accelerate development. Drives long-term commercial success as a Salesforce trusted advisor, guiding customers through Salesforce maturity and leveraging features like Forecasting and Pipeline Inspection. In Addition (required)
Cloud/Platform Requirements
3-4 years experience supporting customers using Marketing Cloud. Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials. Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist). Note
This role is office-flexible, and the expectation is to be in-office a minimum of three days per week. This is not a remote position. Preferred Qualifications
Marketing Cloud certifications (Email Specialist, Engagement Foundations). Data Cloud: Hands-on experience or certification in Salesforce Data Cloud. Salesforce Platform Administrator certification. Agentblazer Champion Status or higher. Quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Marketing Promotions. Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support balance and personal best. Our AI agents accelerate your impact so you can do your best. Apply today to shape the future and redefine what’s possible for yourself, AI, and the world. Accommodations
If you need a reasonable accommodation during the application or recruiting process, submit a request via the Accommodations Request Form. Please note that Salesforce uses AI tools to help recruiters assess candidates. Humans will make final decisions. See our Candidate Privacy Statement for details about data usage and AI opt-out options. Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination. Employees and applicants are evaluated on merit, competence, and qualifications, without regard to protected characteristics. Compensation varies by location and other factors. This role may be eligible for incentive compensation, equity, and benefits. Details at Salesforce Benefits.
#J-18808-Ljbffr