Customer Success Manager - Commerce Cloud

Salesforce
Mexico City
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Presentation","Customer advocacy","Cross-functional leadership","Technical-to-business translation"]

Own customer success for Signature Success plan accounts, serving as the single point of accountability for Signature deliverables, experience, renewal, and expansion. Build trusted relationships with customer IT and executive leaders, mentor customers on Salesforce feature adoption, and coordinate Signature services. Lead advocacy and high-severity case triage for Commerce Cloud customers, collaborating with internal and external partners to drive growth and reduce attrition.

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FursaFursa
Salesforce
Salesforce
4 days ago

Customer Success Manager - Commerce Cloud

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Own customer success for Signature Success plan accounts, serving as the single point of accountability for Signature deliverables, experience, renewal, and expansion. Build trusted relationships with customer IT and executive leaders, mentor customers on Salesforce feature adoption, and coordinate Signature services. Lead advocacy and high-severity case triage for Commerce Cloud customers, collaborating with internal and external partners to drive growth and reduce attrition.
Location: Mexico City
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Serve as the single point of customer accountability and orchestrate Signature deliverables, experience, renewal, and expansion.
  • •Cultivate partner relationships with customer IT and business executive leadership, sponsors, and decision-makers.
  • •Advise customers on adoption of new Salesforce features and identify risks and challenges to implementations.
  • •Coordinate completion of the Signature Success services catalogue and communicate Signature value to collaborators.
  • •Advocate for customers during triage and resolution of high-severity cases; provide occasional travel and after-hour/weekend coverage as needed.
Travel: Low travel

Key Requirements

  • •Proven experience in digital and e-commerce environments, including technical customer success, SaaS platform use, project leadership, technology consulting, technology solutions development, or technical/solutions architecture.
  • •Outstanding communication and presentation skills to communicate and influence at all organizational levels, including executive and C-level.
  • •Ability to analyze technical concepts, translate them into business terms, and map business requirements into technical features.
  • •Knowledge of software development process and design methodologies.
  • •Ability to lead cross-functional efforts to resolve or disposition customer needs or projects.
Experience:SaaSE-commerceDigital commerceTechnology consultingRetail
Skills:CommunicationPresentationCustomer advocacyCross-functional leadershipTechnical-to-business translation
Certifications:AI AssociateB2C Commerce DeveloperMarketing Cloud: AdministratorMarketing Cloud: ConsultantEmail SpecialistEngagement Consultant
Languages:SpanishEnglish
Tech Stack:Salesforce Commerce CloudSalesforceSaaSSalesforce Marketing CloudSalesforce Core

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
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Glassdoor: 4.1
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