Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Salesforce is the #1 AI CRM, where humans and agents drive customer success together. We are seeking a Customer Success Manager for Commerce Cloud who will demonstrate deep business, industry, and product knowledge to partner with customers and guide them to accelerate business value and maximize their investment in Salesforce. This role specializes in one or more lines of business, specific clouds, or industries to speak the customer language and ensure value realization. You will build and nurture positive relationships at key partner levels to help customers progress on their digital journey.

Success Managers work directly with customers varying in market segment, size, solution complexity, and lifecycle, depending on customer needs. The ideal candidate will have both cloud specialization and industry skills, enabling them to effectively communicate and deliver value.

Key responsibilities include using the Customer Success Methodology to understand customer goals, assess capabilities, and provide recommendations to accelerate business and technology objectives; developing knowledge of customers’ Salesforce implementations; guiding organizational strategy, governance, and change management; demonstrating hands-on Salesforce product knowledge; proactively identifying risks and collaborating on mitigation plans; producing and implementing comprehensive adoption paths; delivering business value and innovation by understanding customer challenges and growth potential; building executive-level relationships; networking within accounts; recommending additional Salesforce services when appropriate; and communicating technical product updates and changes.

Experience
7-10 years of relevant industry expertise with in-depth knowledge in one or more lines of business (LoBs), specific clouds, or industries. Proven consulting skills with a track record as a Trusted Advisor driving business value for customers. Experience facilitating effective C-level conversations, handling objections, and managing difficult discussions.

About you
Ability to articulate the importance and value of governance to business and IT executives. Strong understanding of Salesforce product and platform features, capabilities, and best practices. Good grasp of enterprise architecture principles is strongly preferred. Ability to quickly understand and clearly explain technological and business concepts. Deep curiosity to understand customer motivations and needs, serving as a trusted advisor. Understanding of retail e-commerce strategy, including omnichannel integration, online sales support, customer lifetime value, digital engagement, and conversion optimization.

Qualifications
Degree or equivalent experience required. Experience will be evaluated based on core proficiencies such as leadership roles, military experience, volunteer roles, or work experience.