Digital Marketing Specialist | B2B Professional Services

HLB International; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Office flexibility

Job summary

Salesforce seeks a seasoned Customer Success Manager, Senior Manager (Marketing Cloud) to drive strategic outcomes for Signature customers. You will partner with IT and business leaders to align goals, improve adoption, and maximize value from Salesforce investments.

In this role, you will lead cross-functional efforts across multiple products, orchestrate resources, and design governance models ensuring high-impact, ROI-focused outcomes while mentoring team members and guiding enterprise

Qualifications

• Experience in Customer Success, SaaS, or related strategic consulting fields.
• Excellent communication and executive-level influence.
• Ability to navigate complex stakeholder environments.
• Strong technical and business alignment capabilities.

Responsibilities

• Drive ROI-driven engagement across multi-org Signature customers.
• Own complex programs and align multi-stream priorities.
• Coordinate resources and mobilize expert teams for customers.
• Craft engagement charters with clear goals and metrics.
• Integrate business value with Salesforce solutions.
• Design AI-enabled agentic workflows to free up CS staff.
• Analyze and balance human vs. AI touch for efficiency.

Skills

Executive communication

Stakeholder management

Strategic advisory

AI governance

Tools

Salesforce

Job description

Customer Success Manager, Senior Manager (Marketing Cloud)

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Customer Success Manager, Senior Manager (Marketing Cloud) is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner, who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment. Ensuring the seamless delivery of all deliverables necessary to advance the customer’s core business goals. The Senior Manager is required to integrate multiple products or processes to create effective customer solutions.

Key Responsibilities

• ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
• Complex Program Management: Effectively own the Signature experience across complex, multi-org customers. This involves organizing information across multiple work streams and integrating customer priorities and timelines into comprehensive success plans.
• Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots. This includes proactively taking ownership of customer needs and drawing expert resources into customer situations as needed.
• Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
• Business Value Integration: Align the Account Success team and internal stakeholders around the customer's business and technical goals, ensuring value delivery through the Signature offer.
• Agentic Workflow Design: Designing multi-step digital workflows where agents handle repetitive data-intensive work, freeing the CSM for high-stakes relationship building.
• ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. autonomous “always-on” AI support.

Trusted Advisory and Executive Influence

• Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership, demonstrating a genuine commitment to customer goals to build deep rapport.
• Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results. Drive consensus with collaborators and influence key internal and external stakeholders to engage in the process.
• Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations and advance the customer’s core business goals. This includes adapting established solutions to solve complex customer problems.
• Customer Advocacy: Effectively amplify the voice of the customer with internal teams to ensure the organization remains laser-focused on customer success.
• Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions and a “sales pitch” understanding of the rest. Leverage industry insight to position customers for future success.
• Mentorship and Development: Demonstrate a growth mindset by pursuing challenging learning activities. Mentor team members to help accelerate their personal development and contribute subject matter expertise internally within Salesforce.

Domain Expertise and Risk Mitigation

• Risk Management: Act as the leader in identifying problems. Leverage the Red Accounts Escalation Play and Case Oversight & Incident Management processes when high-value renewals or Go-live dates are at risk.
• AI Governance & Guardrails: Guide customers through governance frameworks, best practices for Trust Layer, and implementation of safety-by-design principles.
• Root Cause Synthesis:Can use AI tools for account-level pattern recognition and access automated RCA reports for specific scenarios
• Root Cause Analysis: Question assumptions to uncover root causes and reveal new opportunities rather than just treating symptoms.

Minimum Requirements

• Experience: Experienced business professional with relevant industry expertise in Customer Success, SaaS platform use, or related strategic consulting fields.
• Executive Communication: Exceptional communication and presentation skills with a demonstrated ability to influence effectively at all levels, including executive and C-level.
• Behavioral Competency: Ability to handle objections, navigate complicated discussions, and drive alignment. Must demonstrate persistence in the face of adversity and disappointment.
• Technical Acumen: Ability to clarify the roles and responsibilities of collaborators and serve as the central resource, ensuring clear technical and business alignment.

Cloud Specific Experience

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist)
• Preferred Certifications: Marketing Cloud (Email Specialist, Engagement Foundations) certificationsand/or Salesforce Platform Administrator certification
• AI Readiness: Holds Agentblazer Champion Status or higher

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.