Customer Success Manager, Commerce Cloud

Overview

In this Success Manager role, you partner with customers to translate business goals into Salesforce-driven value, focusing on a cloud line or industry. You’ll guide governance, adoption, and organizational change while building executive relationships to advance digital journeys. You’ll apply Salesforce capabilities to customer priorities, identify risks, and collaborate with account and executive teams to drive outcomes. The role sits at the intersection of customer success, advisory leadership, and product knowledge, with opportunities to influence strategic decisions and expansion. This position offers impact across industries and a chance to shape customer outcomes at scale.

Pay / Benefits

• well-being reimbursement
• generous parental leave
• adoption assistance
• fertility benefits
• AI-enabled acceleration of impact
• inclusive recruitment and disability-confident scheme

Responsibilities

• Apply the Customer Success Methodology to understand goals and accelerate objectives
• Develop knowledge of customers’ Salesforce implementation and evangelize across Clouds
• Guide customer governance and organizational change processes
• Demonstrate hands-on Salesforce product knowledge aligned with customer priorities
• Identify risks to business goals and help craft risk mitigation plans
• Create a comprehensive adoption path with current and target states and timelines
• Deliver business value by addressing key challenges and growth opportunities
• Build executive relationships with IT and business sponsors to strengthen partnership
• Network within accounts to help customers reach goals
• Recommend additional Salesforce services and advisory resources when needed
• Communicate product changes, outages, and end-of-life updates

Key requirements

• 7–10 years of relevant industry experience
• In-depth knowledge in one or more LoBs (cloud or industry)
• Strong consulting skills and proven Trusted Advisor experience
• Ability to engage and influence C-level executives and handle objections

• Trusted advisor mindset
• Strong communication and relationship-building
• Executive-level facilitation and collaboration
• Salesforce product and platform knowledge
• Understanding of governance concepts for Business and IT
• Enterprise architecture principles (preferred)

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