Customer Success Manager Digital - Commerce Cloud jobs at Salesforce in United States, Indianapolis

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The Manager, Field Activation role sits on the Global2Local function within the team. In this position, you will act as a consultantOperating Unit (OU) Empowered Model by strengthening bi-directional engagement between central teams and the business. You will be aligned directly to OUs that are global, in EMEA and South Asia.

Key Responsibilities include:

• Own bi-directional engagement between central teams and the field activation team

• Align directly and drive quarterly planning process across Global Operating Units

• Consultant to COEs stakeholder, amplifying and embedding enablement offerings in the quarterly planning process

• Consultant to content & delivery teams. Act as catalog expert: Drive and market catalog offerings/adoption across all OUs. Drive globally required learning.

• Provide voice of the the field to FR Organization/teams

• Provide EBPs quarterly analysis of plans, including insights and recommendations (3x/qtr): Locked plans, In-flight, Planned vs Actuals

• Share global insights from intake and QP analysis to drive best practice sharing across OUs and surface new business aligned opportunities for vendor budget spend

• Drive adoption and analysis of SEED for quarterly planning

• Drive adoption and app rigor of EOA for quarterly planning.

• Drive adoption of ACT for enablement event tracking

• Partner with Field Activation Ops team to provide tech/tool feedback and requests for enhancements

• Drive adoption of Activity Hub: Unified Quarterly Planning Dashboard

Required Skills/Experience

• 7+ years proven experience as a seller or business partner in sales enablement, sales programs or strategy is highly desirable.

• Knowledge of software sales cycles, pre-sales, lead qualification, sales process, and senior stakeholder management

• Previous experience working in high-tech, fast paced environment

• Demonstrated ability to connect central teams to the business, driving outcomes through ability to work closely with a wide range of stakeholders

• Analytical skill set to drive insights from data to measure the impact of enablement programs at scale

• Enthusiasm for AI.

• Proven track record of getting stuff done and and driving adoption

• Strategic problem solver that can see the big picture, innovate and adapt to constant change.

• Proficient in Slack, Quip, and the Google Suite.

Desired Skills:

• Experience with tracking, reporting and analyzing performance of programs.

• Experience in Executive Engagement

• Familiarity with Salesforce tools and Tableau

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Job Title: Senior Manager, Product Management – Public Sector Data Strategy

Your Impact - Responsibilities

• Define and champion a public sector portfolio data strategy that drives business value, operational efficiency, and compliance

• Partner with data architecture teams to contribute to governance standards, common definitions, and data dictionaries

• Assess data trends, transaction volumes, and reporting needs to inform prioritization and product roadmaps

• Anticipate and translate emerging regulatory and business requirements into actionable backlog items

• Collaborate with stakeholders to enhance data visibility, accessibility, and reporting across teams and systems

• Advocate for a data-informed culture, ensuring business context is embedded in data-related initiatives

• Own the backlog for data-focused product enhancements, ensuring alignment with portfolio priorities and delivery plans

Minimum Qualifications

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience

• 7+ years in product management, data strategy, analytics, or related disciplines, preferably in the public sector or regulated environments

• Strong understanding of data governance and compliance considerations for federal customers

• Proven success influencing cross-functional teams and aligning business and technical priorities

• Exceptional analytical, problem-solving, and storytelling skills to convey value to both executives and technical teams

• Comfortable navigating complex, ambiguous, and evolving business landscapes

• Demonstrated ability to translate regulatory requirements into actionable product strategies

• Ability to balance quick wins with long-term strategy for data enablement and compliance

Preferred Qualifications

• Experience supporting public sector go-to-market functions or working in regulated industries.

• Familiarity with Salesforce internal systems, governance processes, orSalesforce-on-Salesforcepractices

• Knowledge of federal data handling regulations (e.g. FedRAMP, CMMC, FISMA, IL4, IL6, NIST 800-53) and their impact on data strategy

• Familiarity with data governance frameworks

• Experience with data management platforms, analytics tools, and reporting solutions (Salesforce, Snowflake, Tableau, etc)

• Strong understanding of data security, sanitization, and access control models in highly regulated environments

Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV.

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Responsibilities

• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.

• Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Salesforce and Own products.

• Attain a Trusted Advisor status with both key business and technical decision-makers.

• Identify key industry business process areas for the opportunity to use the Salesforce platform.

• Lead DR planning activities and provide relevant technical recommendations on solutions to customers’ business needs in this area.

• In support of the Customer Success Manager and Account Executive, monitor and identify trends in Salesforce adoption and utilization, Success Plan adoption and utilization, providing guidance as part of periodic reviews.

• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.

• Provide proactive communications in the event of a service degradation or disruption.

• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction

• Provide timely account or issue executive level summary status reports both internally and to the customer.

• Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions.

Minimum Requirements

• Minimum of five years relevant work experience in one or more of the following: Salesforce Admin, Customer Success, Enterprise Architecture, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• Proficiency with both declarative and programmatic product features in Salesforce.

• Proficiency with use of the Salesforce APIs.

• Multiple Salesforce certifications preferred.

• Experience in dealing with large, complex, distributed systems-scale business.

• Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems.

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

• Ability to prioritize, multi-task, and perform effectively under pressure.

• Aptitude for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.

• Second language is a benefit.

• Degree or equivalent confirmed 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.)

: This role is Office-Flexible, with the expectation that you will work in-person from a Salesforce office three days per week.

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Responsibilities:

• Provide effective and inspiring leadership, acting as a trusted advisor to senior leadership, by being actively involved in all phases of program strategy and delivery services, developing a broad and deep knowledge of all assigned programs and projects.
• Partner with program leadership to prioritize transformation outcomes, features and capabilities aligned to a long-term strategic roadmap
• Develop detailed program plans, including scope, schedule, and budget, and drive accountability for timely delivery across cross-functional teams and within-budget completion.
• Facilitate Project Core Team meetings, used to mitigate risks, make decisions, and accelerate project execution.
• Effectively manage, motivate and champion a team of cross-functional project members, ensuring alignment and collaboration to achieve program goals.
• Act as the primary point of contact for program stakeholders, providing regular updates, managing expectations, and facilitating communication across teams and varied levels of leadership (VP+) across the organization.
• Identify and remove potential risks and issues that could impact program success and develop mitigation strategies to address them proactively.
• Manage and cultivate trusted partnerships with internal stakeholders, partners, leaders, and PMOs to help develop project strategies and action plans that enable customer success
• Leverage data insights to propose project execution strategies and measure results
• Ability to identify issue root cause(s), develop project business case, procure stakeholder alignment and recommend prioritization of solutions for your assigned projects
• Identify opportunities for process and policy improvements and implement best practices to enhance program efficiency and effectiveness.
• Bring ideas, innovation, and beginner’s mind to help in forming a vision for Lead to Cash excellence

Requirements:

• 5+ years experience of complex program management (technical implementations, process innovation, standardization & simplification), preferably in a business operations capacity
• Deep subject matter expertise of Lead to Cash business processes based on relevant front line experience and/or experience transforming and implementing Lead to Cash processes and technologies.
• Demonstrated ability to improve efficiency of business processes with both technology and process improvement methodologies.
• Solution oriented with the ability to work collaboratively with technical and non-technical business functions to overcome obstacles and guide others towards a unified path forward.
• Ability to define goals and metrics, develop actionable plans, and manage work to achieve desired outcomes while operating at a sense of urgency and fostering the same in others.
• Ability to assess situations and make decisions in a systematic and decisive manner. Effectively uses data as a tool for decisions and is able to illustrate solutions or impact that is easily understood by stakeholders.
• Ability to articulate ideas clearly and succinctly in a variety of settings and styles. Build trusting relationships, credibility, and use strong communication and influence skills to partner effectively with stakeholders to improve decision-making and business outcomes.
• Deep understanding of how to work directly with a large number of cross-functional stakeholders and drive teams with differing perspectives & methodologies in a unifying direction to improve decision-making and business outcomes.
• Ability to learn quickly and work effectively in in the face of ambiguity, shifting priorities, and a rapidly changing environment. Maintains a positive outlook and motivates/champions self and team members in the midst of stresses and tensions of a high profile area.
• Ability to point to specific examples of having led large, cross-functional transformation projects, program development and the business results achieved.
• Accountability – assumes ownership for achieving personal and team goals.
• Experience with Salesforce a plus
• Experience with Smartsheet or Project Management tools a plus
• PMP preferred

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Responsibilities:

• Be the renewals owner for resolving sophisticated customer issues and mitigating potential attrition during the contract term.

• Provide accurate 6 month rolling forecasts for your assigned renewal region through accurate maintenance of renewal opportunities.

• Leverage existing processes and reporting as well as performing detailed forensic analysis (usage and contract) for early identification of potential attrition.

• Be the expert and provide guidance to the extended team on optimal resolutions

• Work closely with Sales, Customer Success, Finance, Pricing, Legal, and the Renewals team to streamline the resolution process including notifications and approvals.

• Responsible for creation of replacement contracts and detailed quotes with approvals.

• Provide renewals management with regular status updates, concise summaries of highly complex issues and accurate transparency to forecasted attrition and advance as needed.

Minimum Requirements:

• Proven success in a Sales, Renewals, Operations or Account Management.

• Strong analytical background with proven problem-solving skills.

• Proven track record to work at a detailed level with multiple cross-functional internal collaborators as well as the customer to build a case and drive consensus.

• Strong customer leadership skills.

• Excellent negotiation skills.

• Highly effective communication skills and capable of explaining sophisticated situations clearly and credibly across all functions and levels of the organization.

Preferred Requirements:

• Experience with Salesforce along with a high level of proficiency with Salesforce Reporting capabilities

• Experience working with a large global sales organization

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and

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RESPONSIBILITIES

• Adapt to and embody the culture and structure of the Digital Success Engineering team.

• Conduct technical requirements gathering, review, and architecture sessions to translate business needs into Salesforce Marketing Cloud solutions.

• Provide thought leadership in solving complex problems using advanced knowledge and experience.

• Design and implement robust, scalable solutions for Salesforce Marketing Cloud projects, ensuring seamless integration with internal and external systems.

• Triage and troubleshoot issues, ensuring timely and thorough resolution.

• Demonstrate strong analytical and problem-solving skills.

• Maintain technical and domain expertise in assigned product areas.

• Communicate effectively with development teams, leadership, and business users throughout the support process.

• Partner with agile, cross-functional teams to drive successful digital program execution.

• Manage deadlines, prioritize tasks, and effectively handle simultaneous requests.

PROFESSIONAL EXPERIENCE/SKILLS REQUIRED

• Bachelor's degree in Computer Science, Software Engineering, or related field.

• 8+ years of hands-on experience with Salesforce Marketing Cloud and other Salesforce Core products (Sales Cloud, Service Cloud, Data Cloud).

• Self-starter with excellent time management skills and ability to work in a fast-paced environment.

• Strong background in systems integrations, APIs, cross-cloud solutions, marketing compliance, and security protocols.

• Technical proficiency in AMPScript, HTML, CSS, SSJS/JavaScript, SQL, Apache Spark, Apache Airflow, Python, Rest API, Soap API.

• Experience with data management best practices, including data privacy and messaging consent.

• Ability to perform under pressure, adapt quickly, and drive data-driven decisions.

• Exceptional verbal and written communication skills, including technical documentation.

• Proficient in visual design of technical concepts (slide decks, diagrams, solution documents).

• Excellent analytical and problem-solving abilities to translate business requirements into technical solutions.

• Effective project management skills to organize, prioritize, and simplify engineering tasks across teams and domains.

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Role Description

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.

• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.

• Help your customers achieve their business goals and outcomes on the Salesforce platform by:

  • Coordinating the completion of the Signature Success catalog of services as required for your customer.

  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.

  • Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.

• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Minimum Requirements

• Minimum of 8 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• Salesforce Certifications (Data Cloud Consultant).

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Knowledge of software development process and design methodologies.

• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Additional Salesforce product certifications are a plus (AI Associate,Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant)

• Data Architecture & Tools: modern cloud data platforms (Snowflake, Databricks, Big Query, RedShift), data analytics tools (Tableau, Looker, Power BI), data programming models (DataFrames, pandas), and AI (Python, R, Jupyter Notebooks, data wrangling, machine learning)

• Experience working with Enterprise-level customers.

This role is office-flexible, with a requirement to be in office a minimum 3 days per week

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and

If you require assistance due to a disability applying for open positions please submit a request via this.

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