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.