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Salesforce
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Salesforce develops cloud-based software centered on a customer relationship management platform that brings company data and teams together through an integrated, AI-driven system. Its products support sales, customer service, and marketing workflows, with solutions designed for businesses ranging from small and medium-sized enterprises to larger organizations. Salesforce also provides industry-focused tools, Trailhead learning resources, and AppExchange apps that extend the capabilities of its CRM platform.
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Customer Success Manager, Salesforce Marketing Cloud

Guide Salesforce Marketing Cloud customers in getting more value from the platform. Advise retail and consumer goods clients on adoption, strategy, incident response, and growth.

USUnited StatesILIllinoisTXTexasWAWashington
$123,100 – $186,300 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager
Cloud

Description

  • Own customer accountability for Signature deliverables, experience, renewals, and expansion.
  • Coordinate customer-entitled deliverables across the Signature lifecycle.
  • Address customer needs and deliver value through the Signature offer.
  • Align business and technical stakeholders around the Signature offer.
  • Build and maintain executive relationships across customer IT and business leadership.
  • Advise customers by understanding their business models and applying proven solutions.
  • Advance innovation and partnership commitments that address customer challenges.
  • Strengthen customer engagement and identify obstacles to success.
  • Create strategic success plans with experienced team members as needed.
  • Lead communication during major incidents, including checkout failures and email deliverability drops.
  • Review feature usage quarterly to encourage adoption of tools such as Journey Builder.
  • Find underused entitlements and match platform capabilities to customer priorities.
  • Use AI agents to summarize meetings, collect QBR data, and perform initial health monitoring.
  • Apply prompt engineering to retrieve customer data and draft success plans.
  • Track AI-generated sentiment and intent signals to spot emerging customer concerns.
  • Monitor platform health, trends, stability, performance, and feature updates.
  • Recommend releases tailored to customer needs.
  • Partner with Sales, Engineering, and Product Management on customer outcomes and revenue opportunities.
  • Plan client engagements and communicate proactively with collaborators, keeping customer goals in focus.

Requirements

  • Bring at least four years of industry experience in customer success, SaaS platforms, and marketing operations.
  • Have three to four years of experience supporting customers or using Marketing Cloud or comparable marketing tools.
  • Facilitate discussions, address objections, and translate business goals into product experiences.
  • Bring relevant expertise in an industry-related functional area.
  • Explain technical issues to varied audiences and translate technical concepts into business terms.
  • Have experience with Marketing Cloud or similar marketing tools.
  • Marketing Cloud certifications or Commerce Cloud training credentials are preferred, but not required.
  • Salesforce certifications are a plus, including AI Associate, Administrator, Advanced Administrator, Platform App Builder, or Data 360 Specialist.
  • Marketing Cloud Email Specialist and Engagement Foundations certifications are preferred.
  • Salesforce Platform Administrator certification is preferred.
  • Agentblazer Champion status or higher is preferred.

Benefits

  • Time-off programs
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Mental health support
  • Paid parental leave
  • Life insurance
  • Disability insurance
  • 401(k) plan
  • Employee stock purchase program
  • Incentive compensation may be available
  • Equity may be available
  • Flexible office arrangement

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