Customer Success Manager
Core
Serve as the primary contact and trusted advisor for Salesforce's largest and highest-profile customers, ensuring their technical and operational health to maximize value from their Salesforce Marketing Cloud investment.
Role type
Senior Customer Success Manager (Marketing Cloud SME)
Builds
Customer retention, renewal, expansion, and successful adoption of Salesforce Marketing Cloud features and services.
Domain
SaaS / Customer Success / Digital Marketing
Deliverable
client delivery
Required skills
Technical Customer Success, SaaS platform expertise, project leadership, cross-functional team coordination, executive communication, translating technical concepts to business terms, incident management, stakeholder relationship building
Preferred skills
Salesforce Ecosystem experience, Marketing Cloud product knowledge, marketing automation expertise, Salesforce certifications
Technologies
Salesforce Marketing Cloud, Salesforce platform, marketing automation tools
Responsibilities
Partner with assigned accounts to maintain focus on business goals and operational health; act as the single point of accountability for Signature deliverables, experience, renewal, and expansion; cultivate relationships with customer IT and executive leadership; coordinate completion of Signature Success catalog services; provide proactive feature guidance and release recommendations; advocate for customers during high-severity incident triage and resolution; conduct quarterly reviews to identify trends and recommend enhancements; build internal relationships with Sales, Engineering, and Product Management.
Seniority
Senior, hands-on IC