Customer Success Manager- Digital

Salesforce, Inc.; São Paulo; Hybrid; BRL 180,000 - 300,000; Full time

Benefits offered by this job

Health insurance

Wellness programs

Job summary

Salesforce, Inc. is seeking a Customer Success Manager to support Signature Success for Marketing Cloud customers. You will be the primary contact for top accounts, coordinating success programs and ensuring maximum value from Salesforce investments.

Ideal candidates bring 5+ years in technical customer success or SaaS leadership, strong communication skills, and solid English proficiency. Some after-hours coverage may be required, with collaboration across Sales, Engineering, and Product teams.

Qualifications

• 5+ years of relevant technical customer success or SaaS project leadership experience.
• Exceptional communication and presentation skills at all organizational levels.
• Advanced English required.

Responsibilities

• Act as primary contact for assigned Signature Success customers.
• Champion adoption of Salesforce Marketing Cloud features and releases.
• Collaborate with Sales, Engineering and Product Management to drive value and renewal.

Skills

5+ years experience

Excellent communication

English proficiency

Education

Degree or equivalent experience

Tools

Salesforce Marketing Cloud

CRM platforms

Job description

****About Salesforce****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 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 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 meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly. **Your Impact*** Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.* Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.* 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 customers achieve their business goals and outcomes on the Salesforce Marketing 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.* Proactive Support & Enhancement: Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.* Internal Relationship Building: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.* The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.* Evolution of Roles: Anticipate and adapt to role changes per evolving Salesforce needs.**Minimum Skills:*** Experienced professional with 5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.* 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.* Coordinate and work closely with high volume events and/or key events for the customer.* Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.* Advanced English skills**Preferred Requirements:*** +2 years in Salesforce Ecosystem.* Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist).* Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.* Deep understanding of Digital Marketing processes, challenges and trends* Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud* Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.* Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.