Customer Success Manager (Digital Clouds, Marketing & Commerce)

Join our team as a Customer Success Manager (CSM) for Digital Clouds, Marketing & Commerce. In this role, you will be responsible for ensuring high-value customers achieve a significant return on their investment with our platform. You will act as a trusted advisor, providing guidance and advice to customer organizations, and aligning technical and business concerns with customer priorities. You will also develop and maintain strong relationships with key stakeholders, drive adoption of our platform, and manage technical health and risk.

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
• Technology, Media & Telecommunications (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale. Direct experience with Media Cloud is strongly preferred
• We are looking for candidates who have experience supporting customers in one or more of the following industries:
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
• Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences
• Drives long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations. Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth
• Minimum 3-4 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist)
• 3-4 years experience supporting customers using Marketing Cloud
• Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials
• Cloud/Platform Requirements:
• Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications
• Data Cloud: Strong preference for hands-on experience or certification in Salesforce Data Cloud to drive unified customer insights
• Foundational Plus: Possession of the Salesforce Platform Administrator certification
• AI Readiness: Holds Agentblazer Champion Status or higher
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Marketing Promotions, ensuring platform stability and performance
• Identify underutilization of contracted entitlements (e.g., messaging volume) and align platform features with customer priorities to increase throughput