Salesforce
SaaS
CustomerSuccessManagerMarketingCloud
“Customer Success Manager - Marketing Cloud at Salesforce. Skills: Customer Accountability, Strategic Advisory, Technical Health. Ensure high-value customers achieve return on investment. Serve as single point of customer accountability”
What You'll Achieve.
Achieve a significant return on their investment with our platform; Ensure value is delivered through the Signature offer; Renewal and expansion
Industry & Context.
Identify and address both technical and business concerns; Apply proven solutions to their problems; 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
Serve as single point of customer accountability
Deliver all Signature deliverables
Oversee customer experience throughout lifecycle
Apply correct processes to address customer needs
Align and manage Business and 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
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 problems
Solidify partnership commitments
Drive innovation aligned with business challenges
Increase customer engagement with products
Identify major political barriers
Proactively monitor and conduct quarterly reviews
Provide tailored release recommendations
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
Coordinate all deliverables the customer is entitled to; Align with and manage both Business and Technical Stakeholders; Rely on managers or mentors for guidance on priority problems; Develop and maintain relationships at key stakeholder levels; Cultivate executive-level relationships within customer IT and business leadership; Partner with more experienced team members to solve complex problems; 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, Organize tasks to avoid missing key steps
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