Customer Success Manager

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, 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 Marketing Cloud and 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 Marketing Cloud and 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 customer’s need.
   

Minimum Requirements

• Demonstrated ability with proven experience in Digital Marketing and E-Commerce environments, including one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical or Solutions Architecture.

• Outstanding communication and presentation skills with demonstrated ability to communicate and influence optimally at all levels of the organization, including executive and C-level.

• Skills for analyzing technical concepts, translating them into business terms and mapping business requirements into technical features.

• Ability to explain sophisticated technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Knowledge of software development process and design methodologies.

• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects

• French and English proficiencies are both important for this opportunity

Preferred Requirements

• Experience with Commerce Cloud and Marketing Cloud or similar technologies

• Experience with the Salesforce Core platform is a plus

• Work experience in Retail and Consumer Goods industries

• Salesforce product certifications are a plus (AI Associate, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.