The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platformThis role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizationsThe CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problemsIn the 'Agentic Era,' the Marketing & Commerce CSM serves as a Strategic Partner who is truly 'at home' in the digital-first worldYou speak the customer's language-fluently discussing ROAS, conversion funnels, and omnichannel orchestration-while navigating industry-specific challenges like peak-season scaling and privacy shiftsYour primary impact comes from your ability to translate complex business goals into a seamless customer journey across Marketing & CommerceYou act as a domain authority who understands that technology only succeeds when it is grounded in a deep understanding of the customer's business challenges and market trendsCustomer Accountability and Value AlignmentServe as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansionCoordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycleApply the correct processes to address customer needs and ensure value is delivered through the Signature offerSuccessfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offerPrioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasksUse internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problemsStrategic Advisory and Stakeholder ManagementDevelop and maintain strong relationships at key stakeholder levels,



including cultivating executive-level relationships within customer IT and business leadershipAct as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problemsSolidify partnership commitments and drive innovation aligned with customers' business challengesIncrease customer engagement with products and services and identify major political barriers to customer successPartner with more experienced team members to solve complex problems and develop strategic success plans when neededServe as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenueTechnical Health, Adoption, and Risk ManagementConduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performanceIdentify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughputAI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoringPrompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plansAI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human interventionCollaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilitiesLearning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions,



and align platform features with customer priorities and roadmapsProactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancementAct as the primary point of contact for major incidents, ensuring timely communications and resolution of issuesForge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunitiesForm a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-makingBenefitsMedical CareLife InsuranceRetirement SavingsEmployee Assistance ProgramsWith 9 standard holidays and four floating holidays, you get a total 13 paid days off each yearTechnology, Media & Telecommunications (TMT)
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- 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 preferredWe 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 developmentStrong ability to facilitate discussions, handle objections, and translate business goals into product experiencesConsulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiencesPossess industry-relevant expertise and begin honing skills in a relevant functional area. xysqume
Should understand the broad impact of the industry on the customer's businessDrives 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
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📌 Customer Success Manager (Digital Clouds, Marketing & Commerce) (Napoli)
🏢 Salesforce
📍 Napoli