Customer Success Manager, Commerce Cloud

Leadout Capital; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Well-being reimbursement

Parental leave

Adoption assistance

Fertility benefits

Job summary

Leadout Capital is seeking a Success Manager to partner with customers, applying our methodologies to accelerate business value from Salesforce.

You will specialise in lines of business, speak customer language, and build executive relationships to deliver impactful outcomes across Salesforce Clouds. The role focuses on governance, strategy, and adoption while aligning with Salesforce executives and client teams.

Qualifications

• 7-10 years of relevant industry expertise.
• Experience as Trusted Advisor to drive business value.
• Experience with LoBs and cloud/industry specialization.
• Ability to communicate with C-level executives.

Responsibilities

• Use our Customer Success Methodology to understand goals and provide recommendations to accelerate business and technology objectives.
• Develop understanding of customers’ Salesforce implementation and evangelise Salesforce capabilities across all Clouds.
• Guide customers on governance and organisational change processes based on customer needs.
• Demonstrate hands-on Salesforce product knowledge by applying platform features to customer priorities and roadmap.
• Identify risks to achieving business goals and build a risk mitigation plan with the account team.
• Produce and implement an adoption path showing current and target states with a timeline and enablement plan.
• Deliver business value and innovation by understanding customers’ challenges and growth potential.
• Build executive-level relationships with IT and business sponsors and decision-makers.
• Network within accounts from executive level down to help customers reach goals.
• Recommend additional Salesforce services and advisory experts when needed to drive success.
• Proactively communicate product changes, degradations, outages, end of life and other updates.

Skills

Salesforce knowledge

Governance for execs

Enterprise architecture

Executive communication

Education

Degree or equivalent experience

Job description

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.

Responsibilities

• Use 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 objectives
• Develop an understanding and knowledge of customers’ Salesforce implementation and evangelise the capabilities of Salesforce across all of our Clouds
• Guide a customer on organisational strategy, governance and organisational change standard processes based on customer needs
• Can demonstrate hands‑on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
• Produce 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 growth
• Build 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 & collaborator
• Working with the account team and Salesforce Execs, optimally network within accounts from the executive level down, to help customers work towards their goals
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Preferred 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 executives
• A good understanding of enterprise architecture principles is strongly preferred
• Ability to quickly grasp and distinctly explain technological and business concepts
• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
• Degree 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 expertise
• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections

Benefits & Perks

• Check out our benefits site which explains our various benefits, including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more.