Customer Success Manager (Digital Clouds, Marketing & Commerce)
- Source: Workday
- Salesforce
- $123,100 to $202,600 /yr
- On-site
- Naples
- Full-Time
- Senior
Job Description
- 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 platform
- This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations
- The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems
- In the ‘Agentic Era,’ the Marketing & Commerce CSM serves as a Strategic Partner who is truly ‘at home’ in the digital-first world
- You speak the customer’s language—fluently discussing ROAS, conversion funnels, and omnichannel orchestration—while navigating industry-specific challenges like peak-season scaling and privacy shifts
- Your primary impact comes from your ability to translate complex business goals into a seamless customer journey across Marketing & Commerce
- You 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 trends
- Customer Accountability and Value Alignment
- Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion
- Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
- Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer
- Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
- Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks
- Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems
- Strategic Advisory and Stakeholder Management
- Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership
- Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their problems
- Solidify partnership commitments and drive innovation aligned with customers’ business challenges
- Increase customer engagement with products and services and identify major political barriers to customer success
- Partner with more experienced team members to solve complex problems and develop strategic success plans when needed
- Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue
- Technical Health, Adoption, and Risk Management
- Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance
- Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput
- AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
- Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans
- AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention
- Collaborative Learning: Actively seeking out “Agentblazer” training and certifications to stay current on autonomous agent capabilities
- Learning & 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 roadmaps
- Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
- Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues
- Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management t…
Skills
- forge
- workday
