Description
Salesforce is seeking a Customer Success Manager, Senior Manager (Marketing Cloud). The successful candidate will be a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across Salesforce's most complex, often multi-org Signature customers.
Key Responsibilities
- Strategic Accountability and Account Leadership:
- Determine when and how to engage clients based on calculated ROI.
- Effectively own the Signature experience across complex, multi-org customers.
- Act as the central resource for the team and the customer.
- Craft a clear engagement charter with specified goals and metrics.
- Align the Account Success team and internal stakeholders around the customer's business and technical goals.
- Trusted Advisory and Executive Influence:
- Cultivate and maintain relationships with customer IT and business executive leadership.
- Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.
- Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations.
- Amplify the voice of the customer with internal teams.
- Develop a strong working knowledge of Salesforce’s major solutions.
- Domain Expertise and Risk Mitigation:
- Act as the leader in identifying problems.
- Guide customers through governance frameworks and best practices.
- Use AI tools for account-level pattern recognition and access automated RCA reports.
- Question assumptions to uncover root causes.
Minimum Requirements
- Experience: Experienced business professional with relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
- Executive Communication: Exceptional communication and presentation skills.
- Behavioral Competency: Ability to handle objections and drive alignment.
- Technical Acumen: Ability to clarify the roles and responsibilities of collaborators.
Cloud Specific Experience
- Salesforce product certifications are a plus.
- Preferred Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Salesforce Platform Administrator certification.
- AI Readiness: Holds Agentblazer Champion Status or higher.
Benefits
- Office-flexible, with the expectation of being in office 3 days per week.
- Comprehensive benefits and resources to support work-life balance.