Customer Success Manager - Commerce Cloud at Salesforce

📍 Job Overview

Job Title: Customer Success Manager - Commerce Cloud
Company: Salesforce
Location: Ciudad de México, Mexico
Job Type: Hybrid (3-4 days in the office)
Category: Customer Success
Date Posted: 2025-08-01
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Serve as the primary contact for Salesforce's largest customers, driving their success and ensuring optimal use of the Salesforce Commerce Cloud platform.
Build and maintain strong customer relationships, acting as a trusted advisor and technical expert.
Proactively manage customer health, identify potential risks, and provide tailored solutions to maximize customer value.
Collaborate cross-functionally with internal teams, partners, and ISVs to address customer needs and ensure successful outcomes.
Leverage deep technical knowledge of the Salesforce Commerce Cloud platform to provide expert guidance and support.

💻 Primary Responsibilities

Act as the single point of customer accountability for orchestrating all Signature deliverables, experience, and renewal/expansion.
Cultivate and maintain strong stakeholder relationships with customer IT and business leadership, sponsors, and decision-makers.
Help customers achieve their business goals by coordinating the completion of the Signature Success catalog of services, providing proactive Salesforce feature guidance, and acting as an advisor for new feature adoption.
Communicate the value of Signature Success to ensure customers continue to renew and expand their usage of the platform.
Act as an advocate for customers during the triage and resolution of high-severity cases, ensuring timely issue resolution.
Proactively support and enhance customer success through quarterly reviews, trend identification, and tailored release recommendations.
Build strong internal relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.

🎓 Skills & Qualifications

Education

Bachelor's degree or equivalent experience required.

Experience

5+ years of relevant industry expertise in Technical Customer Success, SaaS platform use, project leadership, technology consulting, technology solutions development, or technical/solutions architecture.
Proven experience in Salesforce Commerce Cloud or similar e-commerce products.
Demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

Required Skills

Exceptional communication and presentation skills
Ability to analyze technical concepts and translate them into business terms, and vice versa.
Knowledge of software development processes and design methodologies.
Experience leading cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Skills

2+ years in the Salesforce ecosystem
Salesforce product certifications (e.g., Salesforce Administrator, B2C Commerce Developer/Architect, Salesforce AI Associate)
Deep understanding of Commerce Cloud, its products, features, capabilities, best use, and deployment.
eCommerce background as a consultant and/or project manager.

📊 Web Portfolio & Project Requirements (N/A - Not Applicable for this role)

💵 Compensation & Benefits

Salary Range

Estimated salary range: MXN 120,000 - 180,000 per month (based on market research for Customer Success Manager roles in Mexico City with 5-10 years of experience)

Benefits

Health benefits
Financial benefits and perks
Time off and leave policies
Parental benefits
Perks and discounts

Working Hours

Full-time position with flexible hours and occasional after-hours/weekend coverage as needed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS), specifically Customer Relationship Management (CRM) and enterprise cloud computing.
Company Size: Large (over 50,000 employees)
Founded: 1999, with a strong focus on innovation, customer success, and giving back to the community.

Team Structure

Customer Success team within Signature Success, focusing on large and high-profile customers.
Cross-functional collaboration with Sales, Engineering, and Product Management teams.

Development Methodology

Agile methodologies for software development and project management.
Regular customer reviews and quarterly business reviews to ensure customer success and platform optimization.

📈 Career & Growth Analysis

Customer Success Manager role, responsible for driving customer success and maximizing customer lifetime value.
Reporting structure: Directly reports to the Customer Success Director or equivalent.
Technical impact: Direct influence on customer success, platform adoption, and customer lifetime value.
Growth opportunities: Potential growth into senior Customer Success Manager roles, Customer Success Director roles, or other leadership positions within the company.

🌐 Work Environment

Office type: Modern, collaborative workspaces with multiple monitors, testing devices, and development tools available.
Office Location(s): Mexico City, with potential for remote work up to 1-2 days per week.
Workspace Context: Collaborative environment with cross-functional team interaction, knowledge sharing, and continuous learning opportunities.

Work Schedule

Flexible hours with occasional after-hours/weekend coverage as needed to support critical customer events and maintenance windows.

📄 Application & Technical Interview Process

Interview Process:
- Online application review
- Phone or video screen with the hiring manager
- On-site or virtual technical interview with the Customer Success team
- Final interview with the Customer Success Director or equivalent
Portfolio Review Tips: N/A - Not applicable for this role
Technical Challenge Preparation: N/A - Not applicable for this role
ATS Keywords: Customer Success, Salesforce, CRM, Enterprise Cloud, Agile, Team Collaboration, Stakeholder Management, Customer Relationship Management, SaaS, E-commerce, Technical Support, Incident Management

🛠 Technology Stack & Web Infrastructure (N/A - Not Applicable for this role)

👥 Team Culture & Values

🌟 Company Values

Customer Success: Focus on customer success and ensure customer satisfaction with the Salesforce platform.
Innovation: Continuously innovate and improve the Salesforce platform to meet evolving customer needs.
Trust: Build strong, trusted relationships with customers, partners, and internal teams.
Equality: Foster a diverse, inclusive, and equal work environment for all employees.
Giving Back: Contribute to the community through the 1:1:1 model, focusing on giving back to the community, the environment, and employees.

🤝 Collaboration Style

Cross-functional collaboration between Customer Success, Sales, Engineering, and Product Management teams.
Knowledge sharing and continuous learning opportunities within the team and across the organization.
Regular team meetings and one-on-ones to ensure open communication, alignment, and progress towards team and individual goals.

⚡ Challenges & Growth Opportunities

🛑 Technical Challenges

Managing large, high-profile customers with complex technical environments and unique business needs.
Proactively identifying and mitigating potential risks to customer success and platform adoption.
Staying up-to-date with the latest Salesforce Commerce Cloud features, releases, and best practices.

🌱 Learning & Development Opportunities

Developing deep technical expertise in the Salesforce Commerce Cloud platform and related technologies.
Expanding industry knowledge in e-commerce, retail, and related fields.
Building leadership skills through mentoring, team management, and architecture decision-making.

💡 Interview Preparation

💭 Technical Questions

Customer Success methodologies and best practices for driving customer adoption and satisfaction.
Salesforce Commerce Cloud features, capabilities, and deployment strategies.
Incident management processes and best practices for resolving high-severity customer issues.
Cross-functional team collaboration and stakeholder management techniques.

🤝 Company & Culture Questions

Salesforce's 1:1:1 model and commitment to giving back to the community.
Company culture and values, focusing on innovation, trust, equality, and customer success.
Customer Success team dynamics and collaboration with other departments within Salesforce.

📌 Application Steps

Submit your application through the application link provided.
Prepare for the phone or video screen by researching Salesforce, the Customer Success team, and the role's requirements.
Familiarize yourself with the Salesforce platform, focusing on the Commerce Cloud component.
Prepare for the on-site or virtual technical interview by reviewing your understanding of Customer Success methodologies, Salesforce Commerce Cloud, and incident management processes.
Practice your communication and presentation skills to effectively articulate your experience, achievements, and career goals.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Success-Specific Focus:

Tailor every section specifically to Customer Success, emphasizing customer-centric strategies, stakeholder management, and customer success methodologies.
Include Salesforce-specific knowledge, Commerce Cloud expertise, and relevant Customer Success industry trends.
Address customer success metrics, customer health management, and customer lifetime value optimization.
Highlight the importance of cross-functional collaboration, stakeholder communication, and customer advocacy.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about Customer Success processes, Salesforce platform knowledge, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute Customer Success and Salesforce-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and Customer Success specialization.

Industry Expertise:

Include specific Customer Success methodologies, Salesforce platform features, and Commerce Cloud best practices.
Address Customer Success career progression paths, technical leadership opportunities, and customer success coaching strategies.
Provide tactical advice for Customer Success portfolio development, live demonstrations, and project case studies.
Include Customer Success interview preparation and coding challenge guidance.
Emphasize customer-centric strategies, stakeholder communication, and customer success metrics.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use Customer Success and Salesforce-specific terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to Customer Success professionals.
Provide actionable insights that give Customer Success candidates a competitive advantage.
Focus on Customer Success team culture, cross-functional collaboration, and customer impact measurement.

Customer Success & Salesforce Focus:

Emphasize Customer Success best practices, Salesforce platform knowledge, and Commerce Cloud expertise.
Include specific portfolio requirements tailored to the Customer Success discipline and role level.
Address customer success metrics, customer health management, and customer lifetime value optimization.
Highlight the importance of cross-functional collaboration, stakeholder communication, and customer advocacy.
Focus on Customer Success team culture, customer-centric strategies, and customer impact measurement.

Avoid:

Generic business jargon not relevant to Customer Success or Salesforce roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific Customer Success role.
Marketing language unrelated to Customer Success or Salesforce.

Customer Success Manager - Commerce Cloud