Strategic Customer Success Manager - AI & Marketing Cloud

Salesforce, Inc.; Dallas (TX); On-site; USD 171,000 - 273,000; Full time

Job summary

Salesforce, Inc. is seeking a seasoned Customer Success Manager (CSM) for the Signature Success Plan to drive value and renewals with strategic customers in the Marketing Cloud space.

You will act as a trusted advisor, align business priorities with platform capabilities, and coordinate delivery across teams. The role emphasizes executive stakeholder engagement, adoption, and risk management, with a focus on driving ROAS, omnichannel orchestration, and peak-season readiness in a digital-first

Qualifications

• 10+ years of industry expertise in Customer Success, SaaS platforms, and Marketing operations.
• 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 experienced mentors to accelerate personal development.

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.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• 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.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.

Skills

Customer Success

SaaS experience

Marketing operations

Executive stakeholder management

Communication skills

AI literacy

Journey Builder

Tools

Marketing Cloud

Salesforce

Job description

Salesforce, Inc. is seeking a seasoned Customer Success Manager (CSM) for the Signature Success Plan to drive value and renewals with strategic customers in the Marketing Cloud space.

You will act as a trusted advisor, align business priorities with platform capabilities, and coordinate delivery across teams. The role emphasizes executive stakeholder engagement, adoption, and risk management, with a focus on driving ROAS, omnichannel orchestration, and peak-season readiness in a digital-first