Customer Success Manager Marketing Cloud

Job Category

Customer Success

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.

**Position Description**
For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager | Marketing Cloud serves as a named resource and partner for our Salesforce Signature customers. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

**Responsibilities**:

- Uses multi-cloud expertise to effectively orchestrate Signature experience across the strategic, sophisticated customers.
- Act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers.
- Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature.
- Single point of customer accountability building and maintaining strong, trusted relationships.
- Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts.

**Preferred Qualifications and Skills**:

- Experienced professional with relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture.
- Knowledge & technical depth with Salesforce Digital products (including Data Cloud, Marketing Cloud and Commerce Cloud etc), platform features, capabilities, and standard methodologies is a must due to the nature of the role & customers it will serve.
- Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
- Outstanding communication and presentation skills with demonstrated track record of influencing effectively at all levels of the organisation.
- Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections.
- Knowledge in one or more lines of business
- A curious nature, willing to continually expand knowledge of Salesforce products and industry trends.

As we continue to deepen collaboration across our teams & with customers, 3 days in office/on customer site per week is required.

**Benefits**

We are pioneers of the Pledge 1% model, providing product, grants and community service to those in need. We are proud to be#1 in PEOPLE's **Top 50 Companies that Care**, and are on Fortune’s **Change the World**list.
We provide every employee with 7 paid volunteer days off a year, and donation matching for all approved charitable donations.
We provide other world-leading benefits to all our employees, including;
Health, Life, Trauma and Income Insurance
Monthly Wellness Allowance
Flexible Time off & leave policies
Parental benefits
Perks and discounts

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Accommodations

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