Customer Success Manager, Director - Marketing Cloud

Salesforce•Indianapolis, IN

1d•$171,200 - $273,000•Hybrid

About The Position

Salesforce is hiring a Customer Success Manager to support high-value customers on the Signature Success Plan and help them achieve significant returns on their platform investment. This individual-contributor role acts as an extension of the customer’s workforce and a trusted advisor, aligning technical and business concerns with customer priorities, projects, and challenges. The Marketing Cloud CSM serves as a strategic partner who understands digital marketing, including ROAS, conversion funnels, and omnichannel orchestration, as well as industry challenges such as peak-season scaling and privacy changes. The role is particularly relevant to candidates with experience supporting Retail Consumer Goods (RCG) customers, including retail, consumer packaged goods, fashion, beauty, and consumer products companies. The CSM is accountable for coordinating Signature deliverables and the customer experience across the Signature lifecycle, while supporting renewal and expansion. The position includes developing executive stakeholder relationships, advising customers on business and technical priorities, improving adoption and platform health, identifying risks and opportunities, and coordinating with Salesforce Sales, Engineering, and Product Management. It also involves using AI agents and related capabilities to support routine customer-success work and monitor engagement. The role 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 range is $171,200–$273,000, with a stated range of $205,800–$298,400 in California, New York, and select metropolitan areas. These ranges are base salary only and exclude applicable bonuses, sales incentives, equity, and benefits.

Requirements

At least 10 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 ability to facilitate discussions, handle objections, and translate business goals into product experiences.
Industry-relevant expertise and understanding of how the industry broadly affects customers’ businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Willingness to seek relevant learning opportunities, approach obstacles as growth opportunities, and learn from experienced mentors.

Nice To Haves

Marketing Cloud Email Specialist certification.
Marketing Cloud Engagement Foundations certification.
Commerce Cloud training credentials.
Salesforce AI Associate certification.
Salesforce Administrator certification.
Salesforce Advanced Administrator certification.
Salesforce Platform App Builder certification.
Salesforce Data 360 Specialist certification.
Agentblazer Champion Status or higher.
Experience supporting customers in Retail Consumer Goods, including retail, consumer packaged goods, fashion, beauty, or consumer products.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate customer-entitled deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value through the Signature offer.
Align business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize assigned work, organize tasks, create basic plans, and use internal resources and guidance to address priority problems.
Build relationships with key customer stakeholders, including executive-level IT and business leaders.
Act as a trusted advisor by understanding customers’ business models, building trust around mutual goals, and applying proven solutions.
Secure partnership commitments and drive innovation in line with customers’ business challenges.
Increase customer engagement with Salesforce 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, such as checkout failures or email deliverability drops, and coordinate communication and resolution.
Review feature usage quarterly, drive adoption of tools such as Journey Builder, and support platform stability and performance.
Identify underused contracted entitlements, such as messaging volume or GMV tiers, and align platform features with customer priorities to increase throughput.
Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
Use natural-language prompts to guide AI agents in retrieving customer data and drafting success plans.
Use AI-driven sentiment and intent analysis to identify early customer concerns for human intervention.
Pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product expertise to diagnose technical concerns, ask effective questions, and align platform features with customer priorities and roadmaps.
Monitor customer health, conduct quarterly reviews, identify trends, and recommend releases tailored to stability, performance, and feature needs.
Build multidisciplinary relationships with Sales, Engineering, and Product Management to coordinate customer success and revenue opportunities.
Plan client engagements, communicate proactively with collaborators, and keep customer goals central to decisions.
Guide customers through Salesforce maturity and help them use Sales Cloud features such as Forecasting and Pipeline Inspection to support win rates and organizational growth.