Customer Success Manager, Director - Marketing Cloud

Salesforce•Indianapolis, IN

2d•$171,200 - $273,000•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and versatile expert responsible for helping high-value customers with the Signature Success Plan achieve significant return on investment from Salesforce. The CSM acts as an extension of the customer’s workforce and a trusted advisor, addressing technical and business concerns and aligning Salesforce solutions with customer priorities, projects, and challenges. For Marketing Cloud customers, the CSM serves as a strategic partner with digital marketing expertise, including ROAS, conversion funnels, and omnichannel orchestration. The role supports customers in Retail Consumer Goods, including retail, consumer packaged goods, fashion, beauty, and consumer products, helping them advance digital transformation, improve customer experiences, and gain value from e-commerce, merchandising, and omnichannel strategies. The CSM is accountable for coordinating Signature deliverables, the customer experience, and renewal and expansion. The role develops stakeholder relationships, advises on business and technical goals, monitors adoption and platform health, manages risks and major incidents, and works with Sales, Engineering, and Product Management. The role uses AI agents and natural-language prompting for routine customer-success tasks and keeps current on autonomous agent capabilities. The position is office-flexible, with an expectation of working in the office at least three days per week; it is not remote. The typical annual base salary is $171,200–$273,000, with a stated range of $205,800–$298,400 for California, New York, and selected metropolitan areas. Base salary excludes bonus, sales incentives, equity, and benefits.

Requirements

10 or more years of industry expertise in Customer Success, SaaS platforms, and Marketing operations.
At least 5 years of experience supporting customers or using Marketing Cloud or similar marketing tools.
Strong consulting ability, including facilitating discussions, handling objections, and translating business goals into product experiences.
Industry-relevant expertise and understanding of the broad impact of the industry on a customer’s business.
Excellent communication skills, including explaining technical issues to diverse audiences and translating technical concepts into business terms.
Ability to seek relevant learning activities, treat obstacles as growth opportunities, and seek experienced mentors to support development.

Nice To Haves

Marketing Cloud Email Specialist certification.
Marketing Cloud Engagement Foundations certification.
Commerce Cloud training credentials.
Salesforce product certifications such as AI Associate, Administrator, Advanced Administrator, Platform App Builder, or Data 360 Specialist.
Salesforce Platform Administrator certification.
Agentblazer Champion Status or higher.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate entitled Signature deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and ensure value is delivered through the Signature offer.
Align business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize work, organize tasks, create basic plans, and take responsibility for assigned tasks; use internal resources and seek guidance on priority problems.
Develop and maintain relationships with key customer stakeholders, including executive-level IT and business leadership.
Build trust as a customer advisor by understanding the customer’s business model, establishing mutual goals, and applying proven solutions.
Solidify partnership commitments and drive innovation aligned with customer business challenges.
Increase customer engagement with products and services and identify political barriers to customer success.
Partner with experienced team members on complex problems and strategic success plans when needed.
Serve as the primary interface for major incidents, including checkout failures or email deliverability drops, ensuring timely communication and resolution.
Conduct quarterly reviews of feature usage to drive adoption of tools such as Journey Builder and support platform stability and performance.
Identify underutilized contracted entitlements, such as messaging volume or GMV tiers, and align platform features with customer priorities to increase throughput.
Use AI agents for routine work such as meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language prompts to guide AI agents in retrieving customer data and generating initial success-plan drafts.
Monitor AI-driven customer sentiment and intent analysis to identify concerns for human intervention.
Seek Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to diagnose technical concerns, ask effective questions, and align platform features with customer priorities and roadmaps.
Monitor customer health, review trends quarterly, and provide tailored release recommendations to support stability, performance, and feature enhancement.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan customer engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Guide customers through Salesforce maturity and help them use features such as Forecasting and Pipeline Inspection to support win rates and organizational growth.
Facilitate discussions, handle objections, and translate business goals into product experiences.