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Customer Success Manager - Marketing Cloud

Salesforce · Posted Oct 12

Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions

India - MumbaiFull-timeHybridSenior Level9+ years₹35.0L–₹60.0L yearly<25 applicants
Cloud ComputingEnterprise SoftwareCustomer Relationship ManagementArtificial IntelligenceSaaSPublic Company
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About the role

Salesforce is the #1 AI CRM company, and the Customer Success organization ensures high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with the platform. The Customer Success Manager acts as a trusted advisor and extension of the customer's workforce, serving as the primary Marketing Cloud Subject Matter Expert for the technical and operational configuration and needs of the customer. This role owns Signature deliverables, customer experience, renewal and expansion, along with adoption, technical health, and risk management.

What you will do

  • 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.
  • 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.
  • 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.

Skills used in this role

Salesforce Marketing CloudMarketing Cloud EngagementMarketing Cloud Account EngagementPardotMarketing Cloud NextAgentforceAI AgentsPrompt EngineeringEmail MarketingCommunication

What the employer is looking for

  • Experience (Mandatory): Experienced business professional with 9+ years of relevant industry expertise, including a mandatory minimum of 4+ years of direct, hands-on experience working with the Salesforce Marketing Cloud platform (Marketing Cloud Engagement, Marketing Cloud Account Engagement / Pardot, or Marketing Cloud Next) in a customer success, administrator, consultant, or marketing operations capacity. Candidates without demonstrated Salesforce Marketing Cloud experience will not be considered for this role.
  • Consulting Skills: Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
  • Domain Expertise: Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer's business.
  • Communication: Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
  • Learning & Development: Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development.

Preferred qualifications

  • Marketing Cloud Engagement Administrator — hands-on experience configuring Marketing Cloud products using industry and product best practices.
  • Marketing Cloud Email Specialist — proven knowledge of email marketing best practices, message design, subscriber & data management, and inbox delivery.
  • Marketing Cloud Account Engagement Specialist — skills in designing, building, and implementing marketing workflows through the Account Engagement (Pardot) platform.
  • Marketing Cloud Engagement Consultant — ability to create multi-channel campaign solutions using the full suite of Marketing Cloud tools.

Benefits and support

  • Compensation and benefits are detailed in the job posting

About Salesforce

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Salesforce

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Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.

Industry
Cloud Computing
Company size
87000+ employees
Founded
1999
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $25B raised

Emergence CapitalMeritech Capital PartnersSunBridgeStarboard ValueWilliam Hambrecht
  • 2026-03Post-IPO Debt$25B
  • 2003-01Venture Round$1M
  • 2001-06Series D$46.9M
  • 1999-11Series C$13.2M
  • 1999-06Series B$3.8M

Leadership

MB
Marc Benioff

Chair, Chief Executive Officer & Co-Founder

RW
Robin Washington

President & Chief Operating and Financial Officer

PH
Parker Harris

Co-Founder & Chief Technology Officer, Slack

DS
David Schmaier

President & Chief Strategy Officer

Recent coverage

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