Customer Success Manager (Digital Clouds, Marketing & Commerce)

• 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 is responsible for identifying and addressing 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—fluently discussing ROAS, conversion funnels, and omnichannel orchestration—while navigating industry-specific challenges like peak-season scaling and privacy shifts
• Your primary impact comes from your ability to translate complex business goals into a seamless customer journey across Marketing & Commerce
• You act as a domain authority who understands that technology only succeeds when it is grounded in a deep understanding of the customer’s business challenges and market trends
• 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
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
• Prioritize the most 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 cultivating 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 (e.g., messaging volume or GMV tiers) 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: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention
• Collaborative Learning: Actively seeking out “Agentblazer” training and certifications to stay current on autonomous agent capabilities
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

• Retail Consumer Goods (RCG) – Partners with retail, consumer packaged goods, fashion, beauty, and consumer products companies to drive digital transformation, enhance customer experiences, and maximize value from e-commerce, merchandising, and omni-channel strategies
• 3-4 years experience supporting customers or as a user of Marketing Cloud or similar Marketing tools
• Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials preferred but not required
• Technology, Media & Telecommunications (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale. Direct experience with Media Cloud is strongly preferred
• We are looking for candidates who have experience supporting customers in one or more of the following industries:
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences
• Drives long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations. Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth
• Minimum 3-4 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist)
• Cloud/Platform Requirements:
• Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications
• Data Cloud: Strong preference for hands-on experience or certification in Salesforce Data Cloud to drive unified customer insights
• Foundational Plus: Possession of the Salesforce Platform Administrator certification
• AI Readiness: Holds Agentblazer Champion Status or higher
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Marketing Promotions, ensuring platform stability and performance
• Identify underutilization of contracted entitlements (e.g., messaging volume) and align platform features with customer priorities to increase throughput