Customer Success Manager (Salesforce Commerce Cloud / Demandware exp mandatory)

As a Customer Success Manager focused on Salesforce Commerce Cloud, you will be responsible for a small number of assigned accounts, ensuring clients extract maximum value from their Salesforce investment. You will serve as the Commerce Cloud Subject Matter Expert for the technical and operational configuration needs of customers, building trusted advisor relationships with key stakeholders, site owners, and administrators.

You will work closely with customers to prepare for peak periods and high-traffic sales events by assisting with load and performance testing, configuration, and tuning. During service degradations or disruptions, you will provide proactive communications and act as a customer advocate during triage and resolution of high-severity cases.

Regular checkpoint calls with customers are expected to review Commerce Cloud releases, performance trends, support case statuses, and key projects. You will coordinate multi-functional resources across Support, Engineering, and Client Services to resolve technical issues and provide executive-level summary reports both internally and externally.

You will also identify and advocate for customer product needs with Salesforce Technology and Product teams, forewarn customers of technology changes or potential disruptions, advise on mitigation strategies, and help drive completion of recommendations from technical Accelerators. Collaboration with the Commerce Cloud Success Manager on all aspects of account management, including Quarterly Success Reviews, is essential. Travel to customer sites and occasional after-hours or weekend availability may be required.