Customer Success Manager – Digital (Marketing & Commerce) Clouds

Salesforce
Indianapolis, Chicago, Atlanta, Seattle, Bellevue
Workplace: OnsiteFull timeUSD 123,100 - 186,300 annuallyFunction: Customer Success & Account ManagementExperience: 3-4 yearsSkills: ["Stakeholder management","Consultative advisory","Communication","Problem-solving","Prioritization"]

Own end-to-end customer success for Signature Success Plan customers, ensuring renewal, expansion, and delivery of all customer entitlements. Serve as a trusted strategic advisor in the Marketing & Commerce “Agentic Era,” translating business goals into a seamless customer journey while coordinating business and technical stakeholders. Drive adoption through quarterly usage reviews, manage major incident interfaces, and use AI literacy and prompt engineering basics to monitor health and accelerate success plans.

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FursaFursa
Salesforce
Salesforce
3 days ago

Customer Success Manager – Digital (Marketing & Commerce) Clouds

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Job Summary

Own end-to-end customer success for Signature Success Plan customers, ensuring renewal, expansion, and delivery of all customer entitlements. Serve as a trusted strategic advisor in the Marketing & Commerce “Agentic Era,” translating business goals into a seamless customer journey while coordinating business and technical stakeholders. Drive adoption through quarterly usage reviews, manage major incident interfaces, and use AI literacy and prompt engineering basics to monitor health and accelerate success plans.
Location: Indianapolis, Chicago, Atlanta, Seattle, Bellevue
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Act as single point of customer accountability for Signature deliverables, overall customer experience, renewal, and expansion.
  • •Coordinate Signature lifecycle deliverables and align business value and technical goals with customer priorities.
  • •Develop and maintain executive-level relationships and serve as a trusted advisor; identify barriers to customer success and drive innovation aligned to customer challenges.
  • •Conduct quarterly reviews of feature usage (e.g., Journey Builder, Commerce Promotions) to drive adoption and manage technical health, risk, and underutilized entitlements.
  • •Serve as primary interface for major incidents (e.g., checkout failures, email deliverability drops) and coordinate across Sales, Engineering, and Product Management to protect peak revenue.

Pay and Benefits

Salary: USD 123,100 - 186,300 annually
Perks:Health InsuranceDentalVisionPaid ParentalLife InsuranceDisability Insurance401kEquity

Key Requirements

  • •Minimum 3-4 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations.
  • •Experience supporting customers using Marketing Cloud (3-4 years) and knowledge of Marketing/Commerce operations.
  • •Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials.
  • •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.
Experience:3-4 yearsSaaSCustomer successMarketingCommerce
Skills:Stakeholder managementConsultative advisoryCommunicationProblem-solvingPrioritization
Certifications:Marketing Cloud (Email Specialist)Marketing Cloud (Engagement Foundations)AI AssociateAdministratorAdvanced AdministratorPlatform App BuilderData 360 SpecialistSalesforce Platform AdministratorAgentblazer Champion
Tech Stack:Marketing CloudCommerce CloudJourney BuilderCommerce PromotionsData CloudSales CloudForecastingPipeline InspectionAgentblazerAI agentsQBRROASOmnichannel orchestration

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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