Description
We are seeking a highly skilled Customer Success Manager (CSM) to join our team. As a CSM, you will serve as the single point of customer accountability, responsible for delivering exceptional customer experiences and driving business value through our Marketing Cloud Next and Salesforce Data Cloud solutions.
Your Impact As a CSM, you will have a significant impact on our customers' success, working closely with them to understand their business goals and priorities, and aligning our solutions to meet their needs.
Responsibilities
- Serve as the single point of customer accountability, responsible for delivering all Signature deliverables, and ensuring exceptional customer experiences
- Coordinate all deliverables, overseeing the experience throughout the Signature lifecycle
- Apply processes to address customer needs, ensuring value is delivered through the Signature offer
- Develop and maintain strong relationships with key stakeholders, including executive-level relationships
- Track usage metrics, and conduct quarterly reviews to drive adoption and platform stability
- Identify underutilization of contracted entitlements, and align platform features with customer priorities
Strategic Advisory and Stakeholder Management
- Act as a trusted advisor, gaining trust through mutual goals, and applying proven solutions to customer problems
- Solidify partnership commitments, and drive innovation aligned with customers' business challenges
- Increase customer engagement with products and services, and identify major political barriers to customer success
Core Technical Skills Required
- Strong functional knowledge of Marketing Cloud Next platform
- Solid understanding of Data Cloud architecture, and ability to own functional integration design
- Deep understanding of MCN subscriber data model, and proven expertise designing consent migration strategies
- Working knowledge of at least one major legacy marketing platform (Eloqua, Marketo, HubSpot, Pardot, legacy Marketing Cloud Engagement)
- Proven ability to inventory, assess, and prioritize complex legacy marketing automation libraries
Technical Health, Adoption, and Risk Management
- Proficiency in using AI agents to automate routine tasks
- Ability to use natural-language commands to guide AI agents
- Use AI-driven sentiment and intent analysis to flag early customer concerns
Minimum Requirements
- 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields
- Strong consulting skills, and demonstrated ability to drive business value
- Excellent communication skills, and ability to articulate technical issues to diverse audiences
Preferred Certifications
- Salesforce Marketing Cloud Email Specialist
- Salesforce Marketing Cloud Consultant
- Salesforce Marketing Cloud Administrator