Customer Success Manager, Commerce Cloud

Salesforce; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Disability Confident employer

Inclusive recruitment process

Job summary

Salesforce is seeking an experienced Success Manager to partner with customers, translate business needs into Salesforce value, and drive adoption across cloud solutions. You will synthesize governance and change management practices to secure executive sponsorship and align IT and business outcomes.

You will lead with a customer-centric mindset, build trusted advisor relationships, and collaborate with account teams to minimize risk while maximizing business impact across strategic accounts.

Qualifications

• 7–10 years of relevant industry experience.
• Deep knowledge of one or more LoBs (cloud/industry).
• Strong consulting skills; trusted advisor to drive business value.

Responsibilities

• Use the Customer Success Methodology to understand goals and accelerate value.
• Develop understanding of customers’ Salesforce implementation and evangelise capabilities.
• Guide customers on strategy, governance and change management processes.
• Identify risks and build risk mitigation plans with account teams.
• Build executive relationships with IT and business sponsors to deepen partnership.
• Network within accounts to help customers achieve goals and opportunities.

Skills

Salesforce product

Platform features

Governance understanding

Enterprise architecture

C-level conversations

Education

Degree or equivalent experience

Tools

Salesforce

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.The Success Manager demonstrates deep business, industry, and product knowledge to partner with customers and guides them to accelerate business value and return from their investment with Salesforce.In this role, the Success Manager will specialise in one or more lines of business, a specific cloud or industry to speak the customer language and ensure customer value realisation.They are aligned at the key partner levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs.The ideal Success Manager will possess both a Cloud specialization and industry skills that enable them to speak the customer language.ResponsibilitiesUse our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectivesDevelop an understanding and knowledge of customers’ Salesforce implementation and evangelise the capabilities of Salesforce across all of our CloudsGuide a customer on organisational strategy, governance and organisational change standard processes based on customer needsCan demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmapProactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation planProduce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement Plan.Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growthBuild and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors & collaboratorWorking with the account team and Salesforce Execs, optimally network within accounts from the executive level down, to help customers work towards their goalsWhen appropriate, recommend additional Salesforce services and advisory experts needed to drive successProactively communicates technical product changes, degradations, outages, end of life and other relevant updatesPreferred Skills:Solid understanding of Salesforce product and platform features, capabilities, and best use.Ability to articulate the importance and value of Governance to Business and IT executivesA good understanding of enterprise architecture principles is strongly preferredAbility to quickly grasp and distinctly explain technological and business conceptsServe as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their successDegree or equivalent experience or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)The ideal candidate should have an understanding of a retail company's e-commerce strategy, including omnichannel integration and online sales support, as well as insight into what customer lifetime value, digital engagement, and conversion optimisation.Required Skills:Experienced professional with 7-10 years of relevant industry expertiseIn-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industryStrong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customersAbility to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objectionsBenefits & PerksCheck out our benefits site which explains our various benefits, including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.