Customer Success Manager - Salesforce Commerce Cloud

About the role

Salesforce's Customer Success team is looking for a driven, detail-oriented Customer Success Manager (CSM) to own a small number of assigned accounts. The role acts as the Commerce Cloud Subject Matter Expert, helping customers extract the most value from their Salesforce investment while collaborating with strategic customers and acting as point of contact for major incidents.

Key responsibilities

• Act as the Commerce Cloud SME for technical and operational configuration and needs, and work with site owners and administrators to attain Trusted Advisor status.
• Help customers prepare for peak periods and high-traffic sales events through load and performance testing, configuration and tuning.
• Communicate proactively during service degradation or disruption, and advocate for customers during triage and resolution of high-severity cases.
• Run regular checkpoint calls covering releases, performance trends, support cases and key projects, and coordinate multi-functional resources (Support, Engineering, Client Services).
• Coordinate with the Commerce Cloud Success Manager on account management, including Quarterly Success Reviews, and report executive-level status internally and to customers.
• Liaise with Salesforce Technology, Product and Technical Support teams, warn customers of changes and recommend mitigation, and help complete technical Accelerator recommendations.
• Use an AI-first approach: Salesforce Einstein and Agentforce for health scoring, executive reviews, renewal narratives and meeting prep, and to spot expansion opportunities and churn risk.

Required profile

• Minimum of 8 years of relevant experience in Technical Account Management, project or program management, development or technical services/architecture roles.
• Candidates in roles such as Technical Architect, Solution Architect, Business Analyst, Functional Consultant, Technical Lead, Technical Account Manager or Senior Technical Consultant for Commerce Cloud are encouraged to apply.
• Flexibility to work AMER/APAC hours is a must.
• Experience with Salesforce Commerce Cloud is preferred (former Demandware Commerce); eCommerce knowledge is a plus.

Required skills

• Technical expertise in Salesforce Commerce Cloud, customisation, implementation and major releases, plus knowledge of other clouds.
• Cloud computing technologies, SOA, middleware, enterprise integrations, databases, security and performance/scalability, ideally in eCommerce or similar SaaS environments.
• Consulting skills, ability to handle escalations in a multi-functional team and executive-level communication.
• Experience with Salesforce Einstein, Agentforce and customer success platforms such as Gainsight, Totango or Catalyst.