Customer Success Manager, Digital/ Marketing Cloud

Customer Success
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. 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? Agentforce is the future of AI, and you are the future of Salesforce.
For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.
As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. These activities will enable you to proactively set the customer up for success through optimisation of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organisations that have purchased Signature.
Help your customers achieve their business goals and outcomes on the Salesforce 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.
The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.
Minimum of 7 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.
~ Experience with Salesforce Marketing Cloud and/or a relevant competing platform.
~4+ years’ experience in management consulting services,
~ Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organisation, including executive and C-level.
~ Knowledge of software development process and design methodologies.
~ Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

Experience with Salesforce Marketing Cloud and/or Commerce Cloud, and/or a competing platform (i.e. Salesforce product certifications are a plus (AI Specialist, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist, Marketing Cloud: Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Note: This role is office-flexible, and the expectation is to be in office 3 days per week
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 . 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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