Customer Success Manager

Salesforce.com, inc.; Madrid; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Salesforce.com, inc. is seeking a Marketing Cloud Customer Success Manager to serve as the trusted advisor and single point of accountability for Signature delivery and renewal with Iberian customers.

You will collaborate with executive stakeholders, provide proactive guidance on Salesforce feature adoption, and manage cross‑functional teams to ensure value delivery and risk management. You will be fluent in English and Spanish, lead complex customer programs, and drive adoption of AI/Data

Formación

• Hands-on field experience in Salesforce Marketing Cloud.
• Fluent in English and Spanish.
• Experience with enterprise customer success and SaaS platforms.
• Excellent communication and presentation skills at all levels.

Responsabilidades

• Serve as the single point of customer accountability for Signature deliverables, experience, renewal and expansion.
• Cultivate and maintain relationships with the customer’s IT and business executives and stakeholders.
• Help customers achieve their business goals on Salesforce by guiding feature adoption and value realization.
• Coordinate completion of the Signature Success catalog of services as required for your customer.
• Advise customers on adoption of new Salesforce features and potential challenges during releases.
• Act as an advocate for customers during high‑severity incident triage and resolution.
• Occasional travel to customer sites and after-hours coverage may be required.
• Provide services in both English and Spanish and communicate across cross‑functional teams.
• Collaborate to deliver a unified Signature experience across internal and external teams.

Conocimientos

Customer Success

SaaS platform use

Project leadership

Solutions architecture

Technical solutions

Descripción del empleo

Marketing Cloud Customer Success Manager

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Marketing Cloud Customer Success Manager (MC CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

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. This will require deep technical knowledge of the Salesforce technology, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, relevant stakeholders and decision-makers within customer organizations that have purchased Signature and beyond.
• Help your customers achieve their business goals and outcomes on Salesforce 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.
  • Acting as an advisor to your customers for the integration of agentic AI into their business processes, considering technology, workforce, data governance and ethical implications.
• Estimate and 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.
• Full professional level of both English and Spanish languages.
• Hands‑on field experience in Salesforce Marketing Cloud and/or a relevant competing platform, ideally with a proven track record supporting Iberia‑based customers.
• Proven work experience in one or more of the following: Customer Success, Salesforce or SaaS platform use, project leadership, technology solutions development, technical solutions, 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 analyzing technical concepts and translating them into business terms and 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.
• AI and Data literacy. AI literacy includes understanding AI concepts like machine learning, agentic AI, responsible use and ethical implications. Data literacy involves data modeling, data strategy and analytics.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of complex cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.

Preferred Requirements

• Desirable Martech and Marketing business dynamics knowledge.
• Proven experience in system integration or management consulting services.
• A working knowledge of Salesforce Core (Sales Cloud / Service Cloud / D360) is a plus, providing flexibility to support a blended portfolio should business needs shift.
• Salesforce product certifications (Marketing Cloud Email Specialist, Marketing Cloud Engagement Administrator, Marketing Cloud Engagement Consultant, Marketing Cloud Account Engagement Specialist, Agentforce Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud) and Trailhead Ranger status and above, are a plus.
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise‑level customers.
• Portuguese language fluency as optional.

At Salesforce, we strive to create an accessible and inclusive experience for all candidates.

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodation Request Form.

Equal Opportunity Statement.

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.