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.
Senior Customer Success Manager, Salesforce Marketing Cloud
Guide Salesforce Marketing Cloud customers toward adoption, business value, and renewal. Advise stakeholders on technical health, incidents, innovation, and strategic success plans.
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 on value and technical goals.
- Prioritize urgent work, organize tasks, and develop basic plans.
- Use internal resources and seek guidance from managers or mentors.
- Build executive relationships with customer IT and business leaders.
- Understand customer business models and recommend proven solutions as a trusted advisor.
- Advance innovation that addresses customer business challenges.
- Grow customer engagement with products and services, and identify barriers to success.
- Work with experienced colleagues to solve complex problems and develop strategic success plans.
- Use AI agents to summarize meetings, collect QBR data, and perform initial health monitoring.
- Monitor accounts proactively, conduct quarterly reviews, identify trends, and recommend relevant releases.
- Serve as the main contact for major incidents, communicating promptly and driving resolution.
- Work with Sales, Engineering, and Product Management on customer success and revenue opportunities.
- Plan customer engagements and communicate proactively, keeping customer goals central to decisions.
Requirements
- At least 9 years of relevant industry experience.
- At least 4 years of direct, hands-on Salesforce Marketing Cloud experience, including Marketing Cloud Engagement, Marketing Cloud Account Engagement / Pardot, or Marketing Cloud Next.
- Salesforce Marketing Cloud experience in customer success, administration, consulting, or marketing operations.
- Strong consulting skills.
- Ability to drive business value, facilitate discussions, address objections, and influence C-level conversations.
- Relevant industry expertise and understanding of its broad impact on customer businesses.
- Excellent communication skills, including explaining technical issues to varied audiences and translating technical concepts into business terms.
- Ongoing participation in relevant learning and mentorship.
- Proficiency in using AI agents to automate routine tasks.
- Ability to guide AI agents with natural-language commands.
- Ability to monitor AI-driven sentiment and intent analysis.
- Knowledge and expertise in Marketing Cloud products.
- Preferred: experience as a Marketing Cloud Engagement Administrator, Marketing Cloud Email Specialist, Marketing Cloud Account Engagement Specialist, or Marketing Cloud Engagement Consultant.
Benefits
- Salesforce benefits and resources to support balance and wellbeing.
- AI agents to help employees increase their impact.
- Reasonable accommodation during the application or recruiting process.
- Equal opportunity and protections against discrimination.