Customer Success Manager - Marketing Cloud

Salesforce•Indianapolis, IN

2d•$123,100 - $202,600•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and trusted advisor responsible for helping high-value customers who purchase Salesforce’s Signature Success Plan achieve significant returns on their platform investment. The CSM acts as an extension of the customer’s workforce, addressing technical and business concerns and aligning Salesforce services 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, omnichannel orchestration, peak-season scaling, and privacy changes. The role supports customers in Retail Consumer Goods, including retail, consumer packaged goods, fashion, beauty, and consumer products, helping them advance digital transformation, customer experience, e-commerce, merchandising, and omnichannel strategies. The CSM coordinates Signature deliverables and the customer experience across the Signature lifecycle, supports adoption and platform health, manages risks and incidents, and contributes to renewal and expansion. The position works closely with customer stakeholders and Salesforce teams such as Sales, Engineering, and Product Management. The role is office-flexible, with an expectation to work in the office at least three days per week; it is not remote.

Requirements

At least 4 years of industry expertise in Customer Success, SaaS platforms, and Marketing operations.
Strong consulting ability, including facilitating discussions, handling objections, and translating business goals into product experiences.
Industry-relevant expertise and the ability to understand 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.
Willingness to pursue relevant learning, approach obstacles as growth opportunities, and seek experienced mentors.
3–4 years of experience supporting customers or using Marketing Cloud or similar marketing tools.

Nice To Haves

Marketing Cloud Email Specialist or Engagement Foundations certifications; Commerce Cloud training credentials are also preferred but not required.
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, renewal, and expansion.
Coordinate deliverables included in the customer’s Signature offer and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and ensure the Signature offer delivers value.
Align and manage business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize work, organize tasks, and create basic plans to focus time and complete assigned responsibilities.
Build relationships with key customer stakeholders, including executive-level IT and business leaders.
Act as a trusted advisor by understanding the customer’s business model, building trust through shared goals, and applying proven solutions.
Strengthen partnership commitments and promote innovation aligned with customers’ 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 during major incidents, such as checkout failures or email deliverability drops, and help protect peak revenue through timely communication and resolution.
Conduct quarterly reviews of feature usage to promote 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 capabilities with customer priorities to increase throughput.
Use AI agents to automate 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 drafting success plans.
Use AI-driven sentiment and intent analysis to identify early customer concerns requiring human intervention.
Pursue Agentblazer training and certifications to stay current on autonomous agent capabilities.
Apply product knowledge to diagnose technical concerns, ask effective questions, and align platform capabilities with customer priorities and roadmaps.
Monitor customer health, conduct quarterly reviews, identify trends, 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 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.