Customer Success Manager, Digital

About the role

Salesforce is seeking a Customer Success Manager (CSM) to act as the trusted advisor for customers who have purchased the Signature Success Plan. The CSM will partner with enterprise clients, ensuring they realize maximum value from their Salesforce investment and guiding them through platform optimisation, especially during peak events.

Key responsibilities

• Serve as the single point of accountability for all Signature deliverables, renewals, and expansions.
• Build and maintain relationships with IT and business executive leadership, sponsors, and decision‑makers.
• Coordinate the completion of the Signature Success catalog of services and provide proactive feature guidance.
• Advise customers on adoption of new Salesforce releases, identifying challenges and risks.
• Act as an advocate during high‑severity incidents, managing expectations and communications.

Required profile

• Minimum 7 years of experience in technical customer success, SaaS platforms, project leadership, or solutions architecture.
• 4+ years in management consulting services with enterprise‑level customers.
• Exceptional communication and presentation skills, able to influence C‑level stakeholders.
• Ability to translate technical concepts into business terms and vice‑versa.

Required skills

• Deep technical knowledge of the Salesforce platform.
• Experience with Salesforce Marketing Cloud and/or Commerce Cloud.
• Familiarity with competing platforms such as Shopify, Adobe, Marketo.
• Understanding of software development processes and design methodologies.