# Marketing Cloud CSM **Company**: Salesforce **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Category**: Customer Service **Industry**: Technology **Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Customer-Success-Manager--Director---Marketing-Cloud_JR365288?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_6085ac6d-8f3 ## Description In the 'Agentic Era,' the Marketing Cloud CSM serves as a Strategic Partner who is truly 'at home' in the digital-first world. You will speak the customer’s language,fluently discussing ROAS, conversion funnels, and omnichannel orchestration,while navigating industry-specific challenges like peak-season scaling and privacy shifts. **Your Impact** **Customer Accountability and Value Alignment** - Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion. - Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle. - Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer. - Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. - Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks. - Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems. **Strategic Advisory and Stakeholder Management** - Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership. - Act as a trusted advisor by gaining trust through mutual goals, understanding the customer’s business model, and applying proven solutions to their 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. - Partner with more experienced team members to solve complex problems and develop strategic success plans when needed. - Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue. **Technical Health, Adoption, and Risk Management** - Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder, ensuring platform stability and performance. - Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput. - AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring. - Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans. - AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. - Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities. - Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions, and align platform features with customer priorities and roadmaps. - Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. - Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues. - Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities. - Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making. **Minimum Requirements** - 10+ years of industry expertise in Customer Success, SaaS platforms, and Marketing operations. - Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences. - Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences. - Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business. - Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms. - Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development. - Drives long-term commercial success as a Sales Cloud trusted advisor, bridging the gap between front-line selling and back-office operations. Guide customers through the evolution of their Salesforce maturity, ensuring that platform features like Forecasting and Pipeline Inspection are leveraged to maximize win rates and organizational growth. **In addition (required):** **Cloud/Platform Requirements:** - 5+ years experience supporting customers or as a user of Marketing Cloud or similar Marketing tools. - Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials preferred but not required. - Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist). **Preferred Qualifications:** - Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications. - Foundational Plus: Possession of the Salesforce Platform Administrator certification. - AI Readiness: Holds Agentblazer Champion Status or higher. ## Skills ### Required - Marketing Cloud - Customer Success - SaaS platforms - Marketing operations - Consulting - Communication skills - AI Literacy - Prompt Engineering Basics - AI Engagement Monitoring ### Nice to have - Marketing Cloud (Email Specialist, Engagement Foundations) certifications - Salesforce Platform Administrator certification - Agentblazer Champion Status or higher --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Indiana---Indianapolis/Customer-Success-Manager--Director---Marketing-Cloud_JR365288?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)