Customer Success Manager - Digital (Marketing & Commerce) Clouds

About This Role

This role involves being a versatile expert, responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with the platform. The Customer Success Manager (CSM) acts 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, strategically aligning them with customer priorities, projects, and problems.

Responsibilities

• 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
• 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
• 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
• Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
• Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans
• Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention