Salesforce
CustomerSuccessManager-MarketingCloud
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“Customer Success Manager - Marketing Cloud at Salesforce. Skills: Customer Accountability, Strategic Advisory, Technical Health. Ensure high-value customers achieve return on investment. Act as extension of customer's workforce”
What You'll Achieve.
Achieve a significant return on their investment with our platform; Ensure value is delivered through the Signature offer; Ensure stability, performance, and feature enhancement; Lead and coordinate customer relationships for success and revenue opportunities
Industry & Context.
Identify and address both technical and business concerns; Solve complex problems
What They're Looking For.
Must Have
Experienced business professional, 3-4 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields, Ability to facilitate discussions, handle objections, and translate business goals into product experiences, Industry-relevant expertise and begin honing skills in a relevant functional area, Understand the broad impact of the industry on the customer’s business, Excellent communication skills to articulate technical issues to diverse audiences, Ability to translate technical concepts into business terms, Actively seek out relevant learning activities, Approach obstacles as growth opportunities, Seek experienced mentors to accelerate personal development
Nice to Have
Salesforce product certifications, AI Associate certification, Administrator certification, Advanced Administrator certification, Platform App Builder certification, Sales Cloud Consultant certification, Service Cloud Consultant certification, Data Cloud Specialist certification, Marketing Cloud (Email Specialist, Engagement Foundations) certifications, Salesforce Platform Administrator certification, Agentblazer Champion Status or higher
What You'll Do.
Ensure high-value customers achieve return on investment
Act as extension of customer's workforce
Provide guidance and advice to customer organizations
Identify and address technical and business concerns
Align concerns strategically with customer priorities
Serve as single point of customer accountability
Deliver all Signature deliverables
Manage overall customer experience
Manage renewal and expansion
Coordinate all customer entitlements
Oversee experience throughout Signature lifecycle
Apply correct processes to address customer needs
Ensure value is delivered through Signature offer
Align with and manage Business Stakeholders
Align with and manage Technical Stakeholders
Prioritize urgent work activities
Organize tasks to avoid missing key steps
Create basic plans to focus time
Take responsibility for assigned tasks
Use internal resources to increase effectiveness
Rely on managers or mentors for guidance
Develop and maintain relationships at key stakeholder levels
Cultivate executive-level relationships
Act as trusted advisor
Gain trust through mutual goals
Understand customer's business model
Apply proven solutions to customer problems
Solidify partnership commitments
Drive innovation aligned with business challenges
Increase customer engagement with products
Identify major political barriers to customer success
Partner with experienced team members
Solve complex problems
Develop strategic success plans
Monitor and conduct quarterly reviews
Provide tailored release recommendations
and feature enhancement
Act as primary point of contact for major incidents
Ensure timely communications and resolution
Forge multidisciplinary relationships
Lead and coordinate customer relationships
Form clear plan for client engagements
Communicate clearly and proactively with collaborators
Keep customer goal central to decision-making
How You'll Work.
Team & Collaboration
Align with and manage Business Stakeholders; Align with and manage Technical Stakeholders; Partner with more experienced team members; Forge multidisciplinary relationships with Sales, Engineering, and Product Management; Communicate clearly and proactively with collaborators
Communication Scope
Excellent communication skills to articulate technical issues to diverse audiences; Ability to translate technical concepts into business terms; Communicate clearly and proactively with collaborators
Process & Methodology
Create basic plans to focus time, Form a clear plan for client engagements
Full Job Description
_To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts._ Job Category Customer Success Job Details ****About Salesforce**** Salesforce 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. * Location: Melbourne or Sydney **About Salesforce** Salesforce 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 Summary** The 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 with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with custome
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