Description

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 customer priorities, projects, and problems. The CSM serving Marketing Cloud customers acts as the primary Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration and needs of the customer.

Key Responsibilities

Customer Accountability and Value Alignment

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.

Strategic Advisory and Stakeholder Management

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.

Technical Health, Adoption, and Risk Management

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.

Minimum Requirements

Preferred/Mandatory Qualifications and Skills

Experience (Mandatory): Experienced business professional with 9+ years of relevant industry expertise, including a mandatory minimum of 2+ 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.

Cloud Specific Experience

Salesforce product certifications are required for this role. Recommended Marketing Cloud certifications:

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.

Customer Success Manager- Marketing cloud