Description
Customer Success Manager - Marketing Cloud
Signature Success Plan
About the Role
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) for Marketing Cloud, 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 Marketing Cloud investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.
These activities will enable you to proactively set the customer up for success through optimization of Marketing Cloud, with special care during critically important peak events. This will require some technical knowledge of the Salesforce Marketing Cloud platform, data environments, and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Orchestration & Accountability
- Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion
- Effectively orchestrate Signature experience across complex, multi-org Marketing Cloud customers
- Choose when and how to engage clients based on ROI
- Organize information across multiple work streams and integrate customer priorities and timelines into plans
- Take proactive ownership of customer needs and draw expert resources into customer situations as needed
Trusted Advisor & Relationship Management
- Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature and beyond
- Demonstrate genuine commitment to customer goals to build rapport
- Combine Salesforce Marketing Cloud knowledge with business insight to deliver effective recommendations
- Navigate the customer's and Salesforce's internal politics to achieve results
- Advance the customer's core business goals through insight and resources
- Effectively amplify the voice of the customer with internal teams to help ensure Salesforce remains laser-focused on the customer's success
Value Realization & Business Outcomes
- Help your customers achieve their business goals and outcomes on the Salesforce Marketing Cloud platform by:
- Coordinating the completion of the Signature Success catalog of services as required for your customer
- Providing timely, proactive Marketing Cloud 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
- Acting as an advisor to your customers for the integration of agentic AI into their marketing business processes, considering technology, workforce, data governance and ethical implications
- Understand, develop, and evangelize Marketing Cloud / Agent & AI use cases that drive customer value
- Leverage industry insight to position customers for future success in their marketing operations
Customer Success & Engagement
- Align Account Success team and other internal stakeholders around customer business and technical goals; ensuring value is delivered through Signature
- Estimate and communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success
- Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues
- Craft engagement charters with clearly specified goals and metrics and follow-up value realization
- Serve as the central resource for the team and the customer, connecting all the dots
Minimum Requirements
Languages
- Full professional level of English and French languages
Experience & Background
- Proven work experience in one or more of the following: CSM in Tech Companies, , 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 marketing automation platform
- Familiarity with data environments and Salesforce Data Cloud (formerly Customer Data Platform/CDP 360)
- Proven experience in system integration or management consulting services
- Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects
Technical & Functional Skills
- Strong working knowledge of Salesforce Marketing Cloud solutions and capabilities
- Understanding of Marketing Cloud use cases with willingness and ability to develop them further
- AI and Data literacy:
- AI literacy includes understanding AI concepts like machine learning, agentic AI, responsible use and ethical implications
- Specific knowledge of agentic AI impact for marketing use cases
Communication & Business Skills
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
- Skills for analyzing technical concepts and translating them into business terms and mapping business requirements into technical features
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
- Adapts established solutions to solve customer problems
Behavioral Competencies
- Demonstrates a growth mindset (e.g., willingness to step into unfamiliar situations)
- Questions assumptions to uncover root causes and reveal new opportunities
- Identifies and targets own learning needs and pursues challenging/stretch learning activities
- Applies knowledge, skills, or new job related information in a timely manner to enhance the customer's experience
- Persists in the face of adversity and disappointment
- Mentors team members to help accelerate their personal development
Customer Success Manager - Marketing Cloud
Signature Success Plan
À propos du rôle
Nos clients souhaitant tirer le meilleur parti de Salesforce grâce à un support d'entreprise rapide, fourni par nos experts les plus qualifiés, souscrivent à notre plan de succès Signature. Avec Signature, vous débloquez notre niveau de partenariat le plus profond, une expertise de pointe et les outils nécessaires pour rester agile.
En tant que Customer Success Manager (CSM) pour Marketing Cloud, vous servirez de ressource dédiée et de partenaire pour les organisations clientes de Salesforce.
Vous êtes un conseiller de confiance, forgeant des relations profondes avec vos clients et les équipes de compte, tout en restant attentif aux événements clés, aux besoins, aux risques potentiels et aux leviers de valeur.
Avec une focalisation continue sur les besoins business, vous aiderez à améliorer la santé technique et opérationnelle globale de vos clients, les aidant ainsi à réaliser la valeur maximale de leur investissement Marketing Cloud.
Vous agirez comme point de contact pour tout incident client majeur, étant responsable de la gestion des attentes et des communications jusqu'à la résolution.
Votre Impact
Orchestration et Responsabilité
Être le point de contact unique responsable de l'orchestration de tous les livrables Signature, de l'expérience, du renouvellement et de l'expansion.
Orchestrer l'expérience Signature pour des clients Marketing Cloud complexes et multi-organisations.
Prendre la responsabilité proactive des besoins des clients et mobiliser les ressources expertes si nécessaire.
Conseiller de Confiance et Gestion de Relation
Cultiver des relations avec les directions informatiques (IT) et métier, les sponsors et les décideurs.
Combiner la connaissance de Salesforce Marketing Cloud avec une vision business pour fournir des recommandations efficaces.
Amplifier la voix du client auprès des équipes internes pour s'assurer que Salesforce reste concentré sur son succès.
Réalisation de la Valeur et Résultats Métier
Aider vos clients à atteindre leurs objectifs sur la plateforme Marketing Cloud.
Conseiller vos clients sur l'adoption des nouvelles fonctionnalités des versions annuelles de Salesforce.
Conseiller les clients sur l'intégration de l'IA agentique (Agentic AI) dans leurs processus marketing (aspects technologiques, main-d'œuvre, gouvernance des données et éthique).
Évangéliser les cas d'usage Marketing Cloud / Agents & IA qui génèrent de la valeur.
Engagement et Succès Client
Aligner l'équipe de compte et les parties prenantes internes autour des objectifs techniques et business du client.
Agir en tant qu'avocat du client lors du tri et de la résolution des cas de haute sévérité.
Créer des chartes d'engagement avec des objectifs et des mesures de performance (metrics) clairs.
Profil Recherché / Prérequis
Langues
Maîtrise professionnelle complète de l'anglais et du français.
Expérience et Background
Expérience confirmée en tant que CSM dans la Tech, Success technique, utilisation de plateforme SaaS/CRM, ou architecture de solutions.
Expérience avec Salesforce Marketing Cloud (ou une plateforme d'automatisation marketing concurrente).
Familiarité avec les environnements de données et Salesforce Data Cloud (anciennement CDP 360).
Expérience dans l'intégration de systèmes ou le conseil en management.
Compétences Techniques et Fonctionnelles
Solide connaissance des solutions et capacités de Salesforce Marketing Cloud.
Littératie en IA et Données : Compréhension des concepts d'IA (Machine Learning, IA agentique, utilisation responsable et implications éthiques).
Connaissance spécifique de l'impact de l'IA agentique pour les cas d'usage marketing.
Communication et Business
Capacité démontrée à communiquer et influencer à tous les niveaux, y compris les cadres dirigeants (C-level).
Capacité à traduire des concepts techniques complexes en termes métier simples.
Compétences Comportementales
Démontrer un "Growth Mindset" (mentalité de croissance) : volonté d'évoluer dans des situations inconnues.
Identifier ses propres besoins d'apprentissage et poursuivre des activités de formation stimulantes.
Faire preuve de résilience face à l'adversité et mentorat auprès des membres de l'équipe.