Description
Salesforce is seeking a Customer Success Manager (CSM) for Marketing Cloud Next to ensure high-value customers achieve a significant return on their investment with the platform. The CSM will serve as a trusted advisor, providing guidance and advice to customer organizations, and will be responsible for building relationships with customers and account teams, developing a deep technical understanding of their Salesforce implementation, and sharing standard methodologies and adoption of proactive services.
Responsibilities:
- Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion
- Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer
- Share best practices for process optimization, data quality, and customer experience through enablement sessions
- Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership
- Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder
- Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring
- Proactively monitor, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement
Requirements:
- 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields
- Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations
- Strong functional knowledge of the full Marketing Cloud Next platform
- Solid understanding of Data Cloud architecture and Marketing Cloud Next subscriber data model
- Working knowledge of at least one major legacy marketing platform
- Proven ability to inventory, assess and prioritize complex legacy marketing automation libraries
- Solid understanding of email deliverability principles and Marketing Cloud Connect
- Expertise in producing executive-quality solution blueprints, functional design documents, process maps, data mapping specifications, migration approach papers and UAT test scripts