Marketing Cloud CSM

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.