Hybrid Customer Success Manager, AI-Driven Marketing Cloud

Salesforce, Inc.; Dallas (TX); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Manager to ensure high-value customers on the Signature Success Plan achieve measurable ROI with our Marketing Cloud offerings.

You will act as a trusted advisor, align business and technical goals, and own the customer lifecycle from onboarding to renewal. You will partner with executive-level stakeholders, manage incidents, drive adoption of Journey Builder and related tools, and apply your SaaS/CS expertise to maximize renewal and expansion

Qualifications

• 4+ years of industry expertise in Customer Success, SaaS platforms, and Marketing operations.
• Consulting: Strong ability to facilitate discussions, handle objections, and translate business goals into product experiences.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek mentors.
• Excellent communication skills to articulate technical issues to diverse audiences and translate technical concepts into business terms.

Responsibilities

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Align with Business and Technical Stakeholders to the Signature offer.
• Prioritize urgent work, organize tasks, and create basic engagement plans.
• Use internal resources and seek guidance from managers for priority problems.
• Develop and maintain executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by understanding the customer's business model and applying solutions to their problems.
• Serve as the primary interface for major incidents to protect peak revenue.
• Monitor feature usage and adoption, identify underutilization, and align platform features with customer priorities.

Skills

Excellent communication

Facilitation

Client relationship

Strategic advisory

Job description

Salesforce, Inc. is seeking a Customer Success Manager to ensure high-value customers on the Signature Success Plan achieve measurable ROI with our Marketing Cloud offerings.

You will act as a trusted advisor, align business and technical goals, and own the customer lifecycle from onboarding to renewal. You will partner with executive-level stakeholders, manage incidents, drive adoption of Journey Builder and related tools, and apply your SaaS/CS expertise to maximize renewal and expansion