Customer Success Manager - Commerce Cloud

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled guides, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.   As a Customer Success Manager (CSM), you will be a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.   This position will focus on our Commerce Cloud Signature customers, driving customer advocacy and reducing attrition by collaborating with Sales partners, growing our Signature coverage, consuming Premier entitlements, and making strategic customer investments that foster trusted growth and success. These activities will enable you to proactively set the customer up for success through optimization of the solution, with special care during critically important peak events. This will require technical knowledge of both Salesforce Commerce Cloud, and the ability to work closely across internal and external teams to provide a unified Signature experience.   Your Impact Serve as the single point of customer accountability and responsible for the orchestration of all Signature deliverables, experience, renewal and expansion. Cultivate and maintain partner relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature. Help your customers achieve their business goals and outcomes on the Salesforce platform by: Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation. Providing timely, proactive Salesforce feature mentorship based on the areas of interest for your customer. Coordinating the completion of the Signature Success catalogue of services as required for your customer. Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success. Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues. The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the c