Customer Success Manager

Summary

Join Expedite Commerce as a Customer Success Manager and bridge cutting-edge technology with tangible business impact. Champion customer needs, drive value, and ensure every interaction is meaningful and results-driven. You will coordinate a cross-functional team to design, scope, develop, configure, and deliver tailored Salesforce solutions. Success involves hitting targets, staying on schedule, and exceeding customer expectations. This customer-facing role requires managing a portfolio of accounts, driving value adoption, retention, and growth. You will also lead implementations, manage end-to-end delivery of the Expedite Commerce platform, and leverage data-driven insights to improve performance.

Requirements

• 6+ years of experience as a Salesforce Consultant with direct customer interaction, technical account management, SaaS implementation, or enterprise software consulting
• 3+ years of hands-on experience with quote-to-cash processes and software, including CPQ, billing, and subscription platforms
• 3 years of experience in agile project management
• Expertise in facilitating customer workshops and business reviews
• AI-Driven Success Enablement Experience in leveraging AI to enhance customer outcomes, drive efficiency, and streamline solution delivery
• Proven ability to operate at strategic and tactical levels, with strong judgment and execution skills
• Excellent verbal and written communication abilities. Confident presenter to senior leadership
• Experienced in leveraging advanced AI tools to enhance productivity and work outcomes
• Effective at influencing cross-functional teams and managing complex stakeholder landscapes
• Strong attention to detail in user demonstrations and documentation

Responsibilities

• Be the voice of the customer: Listen intently, empathize deeply, and translate business needs into impactful, scalable Salesforce-native solutions that drive growth
• Solve with purpose: Use your business acumen and tech-savviness to resolve challenging customer issues with precision and efficiency
• Collaborate and connect: Work hand-in-hand with Developers, Product Managers, and Consultants to ensure seamless customer experiences and stellar project outcomes
• Grow your talent stack: Leverage the latest AI tools and consulting frameworks to sharpen your strategic thinking and expand your influence across global teams and clients
• Make complexity look simple
• Create value through every conversation
• Represent a premium brand with confidence
• Evolve into a Salesforce-native expert with cutting-edge AI capabilities
• Customer Relationship Management: Manage a portfolio of accounts, driving value adoption, retention, and account growth. Establish trust through expertise, cultivate lasting rapport, and be a strategic advisor to customers
• Proactively engage customers to understand their goals and ensure the platform aligns with their evolving needs and value realization
• Drive product adoption through proactive guidance and training and Collaborate with Product and Support teams to enhance the customer experience
• Managing expectations and delivering value throughout the customer lifecycle, including onboarding, adoption, business reviews (QBRs/EBRs) to track progress, share insights, and align on goals
• Proactively manage customer health through data-driven insights to mitigate risk
• Own renewal cycles and expansion opportunities
• Capture structured feedback and contribute insights to product roadmap planning in collaboration with the Product team
• Lead Implementations: Manage end-to-end definition and delivery of the Expedite Commerce platform across CPQ, billing, subscription management, and analytics modules
• Guide customers through implementation: documenting stories and outcomes, managing testing, and deployments
• Develop and maintain delivery plans, coordinate cross-functional teams, and ensure projects meet defined scope, timeline, and budget
• Collaborate with Support, Product, and Engineering teams to address customer needs effectively
• Data-Driven Mindset: Bring a strong analytical approach to customer success by using data to derive insights, measure success, and recommend optimizations. Monitor customer health metrics to drive retention and support expansion
• Monitoring KPIs like usage, engagement, and churn risk
• Using tools like Salesforce and Jira to manage accounts
• Leverage AI technologies to improve performance, processes, and work products

Benefits

• Health Insurance, PTO, and Leave time
• Ongoing paid professional training and certifications
• Fully Remote work Opportunity
• Strong Onboarding & Training program