Senior Customer Success Manager, AI & ROI Strategy

Salesforce, Inc.; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

Salesforce, Inc. in Melbourne, Australia is seeking a Senior Customer Success Manager (Marketing Cloud) to drive strategic outcomes for our Signature customers.

You will align business goals with Salesforce capabilities, ensuring adoption, health, and value realization across multi-org deployments. You will partner with executive sponsors, orchestrate complex programs, and lead ROI-driven engagements while guiding governance and risk mitigation.

Qualifications

• 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.

Responsibilities

• ROI-Driven Engagement: Determine when and how to engage clients based on 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.

Skills

Executive communication

Behavioral competency

Technical acumen

Customer success experience

Job description

Salesforce, Inc. in Melbourne, Australia is seeking a Senior Customer Success Manager (Marketing Cloud) to drive strategic outcomes for our Signature customers.

You will align business goals with Salesforce capabilities, ensuring adoption, health, and value realization across multi-org deployments. You will partner with executive sponsors, orchestrate complex programs, and lead ROI-driven engagements while guiding governance and risk mitigation.