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Role Description

The Manager, Success Guides is a people leader responsible for coaching and supporting a team of Success Guides delivering Expert Coaching Sessions and Success Requests. This role focuses on execution excellence, team development, and ensuring customers receive timely, high-quality guidance.

Beyond reactive support, this leader is a key driver of our proactive motion, shifting the team’s focus toward early-intervention strategies that reduce attrition and maximize customer reach. Managers are hands-on leaders who support day-to-day delivery, reinforce engagement standards, and empower their teams to act as trusted advisors who secure long-term adoption for our Premier and Signature customers.

Your Impact

Proactive Success: Lead the transition from reactive requests to proactive outreach, identifying at-risk accounts and deploying guidance to stabilize and grow the customer relationship.
Attrition Mitigation: Drive strategies that directly reduce customer churn by ensuring deep product adoption and clear value realization.
Expanded Reach: Strategically manage team capacity to increase our footprint across the customer base, ensuring more Premier and Signature accounts benefit from Expert Coaching.
Coach & Enable: Support Success Guides to deliver consistent, high-quality engagements across all of Commerce Cloud’s capabilities.
Execution Excellence: Ensure strong execution across all Success Requests while maintaining high operational standards and SOP adherence.
Team Development: Cultivate a growth-oriented culture, helping Guides develop the consultative skills necessary for proactive advisory roles.

Responsibilities

Drive Proactive Motion: Implement and oversee proactive engagement workflows designed to increase adoption and intercept potential attrition before it occurs.
Performance & Reach Management: Monitor team performance metrics—specifically Reach, Inflow, and Closures—to ensure the team is scaling effectively to meet business demand.
Quality & Adoption Coaching: Coach Guides on delivering prescriptive recommendations that move the needle on customer adoption and align to the customer’s business goals and reasons for investing in Commerce Cloud.
Strategic Workload Management: Manage day-to-day performance, ensuring a balance between high-volume reactive requests and high-impact proactive initiatives.
Onboarding & Ramp: Support the onboarding process for new hires.
Cross-Functional Partnership: Partner with Success Managers and Account Executives to identify high-priority accounts requiring proactive intervention.
Operational Leadership: Reinforce engagement models, SOPs, and quality standards while contributing to process improvements that increase team efficiency.
Culture: Foster a positive, inclusive, and growth-oriented team culture that thrives in a fast-paced, evolving AI and Data landscape.

Required Qualifications & Skills

BA/BS degree or equivalent experience
2+ years of people management or team leadership experience
Background in Customer Success, Support, Consulting, or similar roles
Strong coaching, communication, and feedback skills
Ability to manage priorities, performance, and competing demands
Customer-first mindset with strong execution focus

Preferred Qualifications & Skills

Experience with Salesforce products
Experience using and supporting the utilization of Commerce Cloud
Exposure to performance metrics and operational reporting
Interest in scaling teams and evolving delivery models

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