Customer Success Manager

Leadout Capital; Buenos Aires; On-site; ARS 1,500,000 - 2,100,000; Full time

Job summary

Signature Success is seeking a Senior Customer Success Manager to champion the renewals and value realization for Salesforce Marketing Cloud customers. You will partner with a small set of strategic accounts, translating business needs into technical outcomes and guiding adoption of new features.

You will build trusted relationships with IT and business leaders, coordinate Signature services, and ensure ongoing success during peak events, with occasional travel and after-hours coverage as

Qualifications

• 5+ years in Technical Customer Success, SaaS, or related leadership.
• 2+ years of Salesforce Ecosystem experience in Sales, Service, or Marketing Cloud.
• Exceptional communication and ability to influence at executive levels.
• Ability to translate complex technical concepts into business terms.
• Flexible schedule and 3 days in-office.

Responsibilities

• Serve as the primary contact for customer accounts and renewal.
• Advise customers on feature adoption and release schedules.
• Collaborate with Sales, Service, and Marketing Cloud teams.
• Manage incidents and coordinate internal/external resources.
• Travel occasionally to customer sites as required.

Skills

Customer Success

SaaS

Salesforce

Communication

Cross-functional Collaboration

Tools

Salesforce Platform

Marketing Cloud

Job description

The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce’s largest and highest-profile Core and Marketing Cloud customers.

You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment. The Customer Success Manager maintains awareness of the customer's key events, needs, potential risks, and value drivers.As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents.

The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to going above and beyonds, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

Your Impact

Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion for Salesforce Marketing Cloud applications.

Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.

Help your Sales, Service or Marketing Cloud customers achieve their business goals and outcomes on the Salesforce platform by:

Coordinating the completion of the Signature Success catalog of services as required for your customer.

Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer

Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation

Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need.

Minimum Requirements

+5 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.Demonstrated expertise of 2+ years within the Salesforce Ecosystem, specifically in Sales, Service or Marketing Cloud, including comprehensive knowledge of its product features, capabilities, optimal use cases, and strategic deployment.

Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

Knowledge of software development process and design methodologies

Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects

Available for a flexible schedule, 3 days in-office.

Preferred Requirements

Knowledge of Salesforce Core products and features, capabilities, best use, and how to deploy are a plus.Salesforce Certifications (Salesforce Certified Platform Foundations, Salesforce Certified Platform AdministratorCloud Admin, Marketing Cloud Consultant or similar)

Knowledge and certifications in Data Cloud and Agentforce.