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

• 4+ 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.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area.
• 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.

Cloud/Platform Requirements:

• 3-4 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.