# Customer Success Manager

**Company**: Salesforce
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/India---Mumbai/Customer-Success-Manager--Marketing-cloud_JR353553?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_877f857d-13a

## Description

Salesforce is seeking a Customer Success Manager (CSM) to ensure high-value customers achieve a significant return on their investment with the platform. The CSM will serve as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations.

**Responsibilities:**

**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.

- 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.

**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.

**Technical Health, Adoption, and Risk Management**

- Demonstrate proficiency in using AI agents to automate routine tasks.

- Use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.

- Monitor and analyze customer health using AI-driven sentiment and intent analysis.

- Actively seek out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.

**Requirements:**

- 9+ years of relevant industry expertise, including a minimum of 4+ years of direct, hands-on experience working with the Salesforce Marketing Cloud platform.

- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.

- Industry-relevant expertise and excellent communication skills to articulate technical issues to diverse audiences.

**Nice to Have:**

- Marketing Cloud Engagement Administrator , hands-on experience configuring Marketing Cloud products using industry and product best practices.

- Marketing Cloud Email Specialist , proven knowledge of email marketing best practices, message design, subscriber & data management, and inbox delivery.

- Marketing Cloud Account Engagement Specialist , skills in designing, building, and implementing marketing workflows through the Account Engagement (Pardot) platform.

## Skills

### Required
- Salesforce Marketing Cloud
- Customer Success
- Consulting
- Communication
- AI Literacy

### Nice to have
- Marketing Cloud Engagement Administrator
- Marketing Cloud Email Specialist
- Marketing Cloud Account Engagement Specialist

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/India---Mumbai/Customer-Success-Manager--Marketing-cloud_JR353553?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)