Customer Success Manager- Marketing cloud

Salesforce; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager to ensure high-value customers realize strong ROI from the Signature Success Plan. You will act as an extension of the customer’s team, guiding adoption, addressing both technical and business concerns, and aligning outcomes with customer priorities.

In this role, you will manage senior stakeholders, coordinate cross-functional teams, deliver proactive health reviews, and drive renewal and expansion opportunities while upholding Salesforce values.

Qualifications

• Experience in managing high-value customer relationships.
• Strong communication and presentation skills.
• Ability to align business goals with technical delivery.
• Proven track record of driving renewals and expansions.

Responsibilities

• Single Point of Accountability: deliver Signature deliverables and ensure customer experience and renewal.
• Signature Lifecycle Oversight: coordinate all entitlement deliverables and lifecycle moments.
• Value Delivery: apply processes to deliver value through Signature offering.
• Stakeholder Alignment: manage Business and Technical stakeholders to align value and goals.
• Prioritization: organize tasks and plan activities with clear accountability.
• Internal Resource Utilization: leverage internal resources and seek guidance from managers.

Skills

Customer success

Account management

Stakeholder coordination

Strategic advisory

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.

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. The CSM serving Marketing Cloud customers acts as the primary Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration and needs of the customer.

Key Responsibilities

Customer Accountability and Value Alignment

• Single Point of Accountability: Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Signature Lifecycle Oversight: Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Value Delivery: Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Stakeholder Alignment: Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Prioritization: Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
• Internal Resource Utilization: Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

Strategic Advisory and Stakeholder Management

• Relationship Building: Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Trusted Advisor: Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
• Innovation Partnership: Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Customer Engagement: Increase customer engagement with products and services and identify major political barriers to customer success.
• Collaborative Problem Solving: Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

Technical Health, Adoption, and Risk Management

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnosis questions and align platform features with customer priorities and roadmaps.
• Proactive Reviews: Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Incident Management: Act as the primary point of contact for major incidents, ensuring timely communications and resolution of issues.
• Cross-functional Relationships: Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• Client Engagement Planning: Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.