Customer Success Manager -Marketing Cloud

Salesforce; Bengaluru; On-site; INR 2,000,000 - 4,000,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager for Signature Success to be the primary contact for some of Salesforce's largest customers. You will partner with a small set of accounts, focusing on business goals and improving the technical and operational health of their Salesforce investments.

You will translate needs into solutions, build relationships across customer and account teams, guide adoption of Salesforce features, and participate in quarterly reviews to help customers renew and

Qualifications

• Experience in Customer Success or account management.
• Strong communication and relationship-building abilities.
• Ability to collaborate with Sales, Engineering, and Product teams.

Responsibilities

• Serve as the primary point of contact for top Salesforce customers within Signature Success.
• Maintain focus on customer’s business goals to improve technical health and maximize value.
• Translate customer needs into Salesforce-based solutions and adoption strategies.
• Develop relationships with customers and internal account teams to drive renewal and expansion.
• Lead proactive reviews and guidance on feature adoption and best practices.
• Support after-hours coverage as needed to ensure customer success.

Skills

Customer Success

Relationship Building

Communication

Cross-functional Collaboration

Tools

Salesforce Platform

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

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.

Job Description Summary

• 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.

Unleash Your Potential

When 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.

Accommodations

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

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Posting Statement

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