Senior Manager, Customer Success Manager (CSM), NGO
$150,100–$227,000 year
On-siteChicago, Illinois, United States or Atlanta, Georgia, United States
Job Summary
Serve as the single point of customer accountability for high-value NGO clients on the Signature Success Plan, ensuring delivery of all Signature deliverables and driving renewal and expansion. Act as a trusted advisor to nonprofit and international development organizations, translating complex business goals into seamless customer journeys across Marketing & Commerce while managing technical and business concerns. Coordinate deliverables throughout the Signature lifecycle, prioritize urgent work activities, and serve as the primary interface for major incidents such as checkout failures or email deliverability drops. Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder and Commerce Promotions, identifying underutilized entitlements to increase throughput. Cultivate executive-level relationships with customer IT and business leadership, leveraging AI literacy to automate routine tasks and flag early customer concerns for human intervention.
Required Qualifications
- Minimum 5 years of industry expertise in Customer Success, SaaS platforms, and Marketing/Commerce operations
- Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences
- Possess industry-relevant expertise and begin honing skills in a relevant functional area
- Should understand the broad impact of the industry on the customer's business
- Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms
- Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
- Drives long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations
- Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth
- 4 years experience supporting customers using Marketing Cloud
- Must have Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials
- 6 years of professional experience in customer-facing roles
- Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week. This is not a remote position
Desired Qualifications
- Experience working with nonprofit organizations strongly preferred
- Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications
- Data Cloud: Strong preference for hands-on experience or certification in Salesforce Data Cloud to drive unified customer insights
- Foundational Plus: Possession of the Salesforce Platform Administrator certification
- AI Readiness: Holds Agentblazer Champion Status or higher
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist)
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