Customer Success Manager, Senior Manager – Digital (Marketing & Commerce) Clouds

Salesforce
Seattle, Chicago, Atlanta, Indianapolis
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Presentation","Stakeholder management","Influencing","Mentorship"]

Own Signature customer success for complex, multi-org accounts, driving quantifiable business impact and maximum value from Salesforce. Serve as a strategic partner “at home” in the digital-first Marketing & Commerce world, aligning ROI-driven engagement, success plans, and executive stakeholder relationships. Design agentic, multi-step digital workflows, manage risk to renewals and go-lives, and guide customers through governance and Trust Layer best practices.

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FursaFursa
Salesforce
Salesforce
19 hours ago

Customer Success Manager, Senior Manager – Digital (Marketing & Commerce) Clouds

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Own Signature customer success for complex, multi-org accounts, driving quantifiable business impact and maximum value from Salesforce. Serve as a strategic partner “at home” in the digital-first Marketing & Commerce world, aligning ROI-driven engagement, success plans, and executive stakeholder relationships. Design agentic, multi-step digital workflows, manage risk to renewals and go-lives, and guide customers through governance and Trust Layer best practices.
Location: Seattle, Chicago, Atlanta, Indianapolis
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Drive Signature experience and ROI-driven engagement across complex, multi-org customer accounts.
  • •Translate customer business goals into adoption, technical health, and expertise to realize maximum Salesforce value.
  • •Own complex program management: integrate customer priorities/timelines into comprehensive success plans and engagement charters with goals and metrics.
  • •Mobilize resources by connecting internal experts to customer needs and aligning Account Success team and stakeholders to business/technical goals.
  • •Manage renewal/go-live risk using escalation and incident management processes, including AI governance and root-cause analysis.

Key Requirements

  • •5-6+ years of relevant experience in Customer Success, SaaS platform use, or related strategic consulting.
  • •Ability to influence effectively at all levels, including executive and C-level stakeholders, with strong communication and presentation skills.
  • •Ability to handle objections, navigate complex discussions, and drive alignment in challenging situations.
  • •Serve as a central resource by clarifying collaborator roles and ensuring clear technical and business alignment.
  • •Cloud/platform expertise via Marketing Cloud (including relevant roles/certifications) and/or Commerce Cloud certifications.
Experience:SaaSCustomer SuccessStrategic consulting
Skills:CommunicationPresentationStakeholder managementInfluencingMentorship
Certifications:Marketing Cloud certificationsCommerce Cloud certifications
Tech Stack:SalesforceAgentforceMarketing CloudCommerce CloudTrust LayerAI

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
Glassdoor
Glassdoor: 4.1
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