Senior Principal Success Manager

**Job Category**:Customer Success Group
**Job Details**:**Salesforce Commerce Cloud**
The Senior Success Manager leverages deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Success Manager will specialize in dealing with enterprise clients in various industries to ensure adoption and customer value realization. The Success Manager must align at key stakeholder level, building and fostering strong relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in their size, solution complexity and life cycle, depending on the customers needs.
The ideal Success Manager will possess e-commerce and retail industry skills, cloud specialization and background that enables them to speak the customer language, as well as a love for technology.
**Customer Success Team**
In keeping with the philosophy of Salesforce, the success of our customers is our success also. It's the Customer Success Manager's objective to make every customer in their portfolio successful and committed to Salesforce Commerce Cloud for life by building a trusted advisor relationship.
**Role**
Salesforce Commerce Cloud is seeking a **Customer Success Manager **in Brazil who will be responsible for the complete post-sale success and satisfaction of a **portfolio of Salesforce Commerce Cloud Customers **. Reporting to a Regional VP, the Customer Success Manager will identify and leverage company-wide resources to address any customer satisfaction, growth opportunity or risk in their portfolio, and to provide strategic guidance. Our Customer Success Managers are expected to possess **knowledge, expertise, and experience in Software-as-a-Service business models, Digital Commerce **, account management, customer relationship building, and program and project management. Our Customer Success group collaborates with Sales on renewals, participating in commercial negotiations as a Customer advocate and business partner. We further collaborate as necessary with Technical Support, Professional Services and partners, both in region and outside of it.
**Responsibilities**:
- Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, moderate complexity and mid-size revenue customer portfolio
- Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives
- Build, maintain and execute on account plans for each assigned account and coordinate appropriate internal domain experts for delivery
- Develop strong relationships with all key decision-makers and influencers across channels.
- Identify, develop, and recognize new opportunities for expanding your customers' business volume
- Uncover and mitigate any risk that threatens your customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans
- Own all primary customer communication and resolve escalations with autonomy related to the services provided by Salesforce Commerce Cloud
- Demonstrated experience in identifying and mapping the customer org structure with ability to adjust to turnover at any level of the organization
- Collaborate effectively with the Sales organization to close incremental revenue and secure long-term renewals
- Ensure ongoing adoption by the customers' website(s) of the continuously innovating Commerce Cloud feature set
- Act as the liaison between Product Management and the customer with a focus on feature collaboration and communicating the Commerce Cloud roadmap in a balanced "one-versus-many" approach required by the SaaS model
- Collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted three-way partnership between customer, partner, and Salesforce Commerce Cloud
- Build a solid base of referenceable customer contacts within your assigned portfolio
**Qualifications**:
- 5-plus years of professional experience with at least 3 years of experience in SaaS/enterprise software Account Management or Client Services managing multi-million dollar portfolios of recurring revenue
- Digital Commerce industry experience and knowledge with a solid understand of the retail value chain and processes
- Exposure to the development, execution, and overview of account plans for top tier customers
- Background in Digital Marketing is an additional asset
- Knowledge of and exposure to B2B SaaS models from the vendor side, including commercial contracts
- Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections
- Excellent verbal and written communication and in-person and virtual pr

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