Customer Success Manager, Senior Manager - Marketing Cloud

1 Minute ago • 5 Years + • Marketing

Job Summary

Job Description

Salesforce is the #1 AI CRM, seeking a driven Customer Success Manager (CSM) for its Signature Success team. This role involves partnering with high-profile customers to enhance their technical and operational health, ensuring maximum value from their Salesforce investment. The CSM acts as a trusted advisor, building relationships, understanding technical implementations, and proactively optimizing the platform. Responsibilities include orchestrating deliverables, providing feature guidance, advocating for customers during incidents, and fostering internal relationships to drive customer success and revenue.
Must have:
  • Function as the Marketing Cloud Subject Matter Expert (SME) for technical and operational configuration.
  • Serve as the single point of customer accountability for Signature deliverables, experience, renewal, and expansion.
  • Cultivate and maintain stakeholder relationships with customer IT and business executive leadership.
  • Help customers achieve business goals on the Salesforce Marketing platform.
  • Coordinate completion of Signature Success catalog services.
  • Provide timely, proactive Salesforce feature guidance.
  • Advise customers on new Salesforce release features, identifying challenges and risks.
  • Communicate and ensure understanding of Signature Success value for renewals.
  • Act as an advocate for customers during high severity case triage and resolution.
  • Conduct quarterly reviews, identify trends, and provide tailored release recommendations.
  • Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management.
  • Be available for occasional after-hour or weekend coverage as needed.
  • Anticipate and adapt to role changes per evolving Salesforce needs.
Good to have:
  • +2 years in Salesforce Ecosystem
  • Salesforce product certifications (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist)
  • Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms
  • Deep understanding of Digital Marketing processes, challenges and trends
  • Knowledge of Salesforce Marketing Cloud features and applications
  • Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy
Perks:
  • Benefits and resources to support work-life balance
  • AI agents to accelerate impact

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

Your Impact

  • Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.
  • Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
  • Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
  • Help your customers achieve their business goals and outcomes on the Salesforce Marketing platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer
  • Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
  • Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation
  • Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
  • Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
  • Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
  • Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
  • The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
  • Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.

Minimum Skills:

  • Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
  • Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
  • Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
  • Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
  • Coordinate and work closely with high volume events and/or key events for the customer.
  • Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Preferred Requirements:

  • +2 years in Salesforce Ecosystem.
  • Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).
  • Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.
  • Deep understanding of Digital Marketing processes, challenges and trends
  • Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud
  • Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.
  • Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

This position will require you to work from your local Salesforce office 3 to 4 days a week.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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About The Company

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing wellanddoing good – you've come to the right place.

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