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Job Category
Customer Success
Job Details
About SalesforceSalesforce 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.
Role SummaryThe 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. This role functions as an extension of the customer's workforce and a trusted advisor, bridging the gap between traditional CRM operations and modern digital marketing strategies.
The ideal candidate possesses a strong foundation in
Salesforce Core (Sales Cloud, Service Cloud, Data Cloud) combined with deep experience in
Digital Marketing. A key focus of this role will be guiding customers in the adoption of
Salesforce Marketing Cloud (MC) Next and related personalization strategies, ensuring seamless data flow, segmentation, and activation across the Salesforce ecosystem. The CSM is responsible for identifying and addressing technical and business concerns, aligning them strategically with customer digital transformation priorities.
Your ImpactCustomer Accountability and Value Alignment- Single Point of Accountability: Serve as the main point of customer accountability for the delivery of Signature deliverables, driving overall platform adoption, and ensuring successful renewals.
- Bridge CRM and Marketing: Act as the strategic link between the customer's IT/Sales teams and Marketing departments, ensuring that Core CRM data effectively fuels digital marketing initiatives and MC Next capabilities.
- Value Realization: Apply proven methodologies to address customer needs, ensuring measurable value is delivered through personalized customer journeys and unified data strategies.
- Stakeholder Alignment: Align and collaborate with both Business (Marketing, Sales) and Technical stakeholders to connect platform capabilities with campaign and revenue goals.
Strategic Accountability and Account Execution- ROI-Driven Engagement: Engage clients based on calculated ROI, ensuring all technical enablement and digital marketing workflow optimizations translate directly into tangible business value.
- Data-Driven Strategy: Drive the Signature experience by helping customers leverage unified profiles and segmentation strategies (via Data Cloud and MC Next) to power multi-channel marketing.
- Resource Mobilization: Act as the central connector, proactively identifying gaps in the customer's marketing data strategy and bringing in specialist resources (Architects, Marketing Strategists) as needed.
- Engagement Charter: Establish a clear engagement charter with specified adoption metrics, focusing on customer data unification, personalization KPIs, and campaign performance.
Trusted Advisory and Relationship Management- Marketing & IT Influence: Cultivate and maintain strong working relationships with customer IT leads and Marketing Directors/CMOs, acting as a strategic advisor for their digital marketing roadmap.
- Cross-Cloud Advisory: Combine Salesforce Core expertise with deep digital marketing insight to provide actionable recommendations for cross-cloud integration (Sales/Service to Marketing).
- Voice of the Customer: Advocate for customer requirements, marketing use cases, and platform feedback within internal Salesforce product and support teams.
Domain Expertise and Risk Mitigation- Proactive Risk Identification: Leverage Escalation frameworks and Case Oversight processes to mitigate risks around high-value renewals, major campaign launches, or data integrations.
- AI & Data Governance: Guide customers through data governance frameworks, privacy regulations (consent management), and best practices for leveraging AI in marketing safely and effectively.
- Continuous Health Checks: Proactively conduct regular account reviews, analyze marketing platform usage trends, and provide tailored release recommendations to ensure stability and feature adoption.
Minimum Requirements- Experience: 3-5 years of relevant industry experience in Customer Success, Digital Marketing Strategy, MarTech implementation, or strategic technical consulting.
- Platform Experience: Prior hands-on or consulting experience with Salesforce Core (Sales Cloud, Service Cloud) or Marketing Cloud Engagement is required, coupled with a strong background in Digital Marketing platforms.
- Marketing Acumen: Solid understanding of digital marketing principles, audience segmentation, personalization strategies, and customer lifecycle management.
- Problem Solving: Ability to navigate complex customer conversations, manage cross-cloud data requirements, and drive alignment between marketing and technical teams.
- Language Proficiency: Intermediate-to-advanced English proficiency (written and spoken) is required for global and regional team collaboration.
Technical & Platform RequirementsCore & Digital Marketing Knowledge:- Salesforce Core: Solid working knowledge of Sales Cloud, Service Cloud, and the underlying Salesforce Platform capabilities.
- Marketing Cloud (MC) Engagement, Next & Data: Strong conceptual and/or practical understanding of Marketing Cloud Engagement, Next, Data Cloud, and identity resolution to build unified customer profiles for marketing activation.
- AI in Marketing: Familiarity with Agentforce and Einstein features designed to optimize marketing operations, segmentation, and content generation.
- Data Architecture: Basic understanding of how data flows between core CRM objects and marketing automation tools.
CertificationsRequired (or to be attained within 90 days of hire):- Salesforce Administrator
- Marketing Cloud Next Consultant
Required (or to be attained within 180 days of hire):- Data 360 Consultant (given its foundational role for MC Next)
Preferred / Bonus Certifications:- Marketing Cloud Administrator or Marketing Cloud Email Specialist
- Sales Cloud Consultant or Service Cloud Consultant
- Agentblazer Innovator status
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.
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