Customer Success Manager - Marketing Cloud

Salesforce•Indianapolis, IN

15h•Hybrid

About The Position

The Customer Success Manager (CSM) is an individual contributor and trusted advisor to high-value customers who purchase the Signature Success Plan. The CSM is responsible for helping customers realize value from Salesforce, aligning technical and business goals with customer priorities, and coordinating Signature deliverables and the overall customer experience. In the Marketing Cloud context, the role serves as a strategic partner with expertise in digital marketing, including ROAS, conversion funnels, omnichannel orchestration, peak-season scaling, and privacy changes. The posting seeks candidates with experience supporting customers in Retail Consumer Goods, including retail, consumer packaged goods, fashion, beauty, and consumer products. The CSM builds customer relationships, supports adoption and technical health, manages risks and major incidents, and coordinates with Sales, Engineering, and Product Management. The role includes quarterly reviews of product usage and tailored release recommendations, identifying underused entitlements, and aligning platform capabilities with customer goals. The CSM is also expected to use AI agents and related tools for routine tasks, customer-data retrieval, initial health monitoring, and early identification of customer concerns. This 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 $123,100–$186,300. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington, DC, the range is $147,400–$202,600. These ranges represent base salary only and exclude applicable bonus, sales incentives, equity, and benefits.

Requirements

At least 4 years of industry expertise in Customer Success, SaaS platforms, and Marketing operations.
3–4 years of experience supporting customers or working as a user of Marketing Cloud or similar marketing tools.
Ability to facilitate discussions, handle objections, and translate business goals into product experiences.
Industry-relevant expertise and an 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.
Ability to apply product knowledge to address technical concerns, diagnose issues, and align platform capabilities with customer priorities.
Ability to develop customer relationships and coordinate engagements with internal collaborators.
Basic prompt-engineering ability to guide AI agents using natural-language commands to retrieve accurate customer data and produce first drafts of success plans.
Actively seek relevant learning opportunities, approach obstacles as opportunities for growth, and seek experienced mentors.

Nice To Haves

Marketing Cloud Email Specialist certification.
Marketing Cloud Engagement Foundations certification.
Commerce Cloud training credentials.
Salesforce Platform Administrator certification.
Salesforce AI Associate, Administrator, Advanced Administrator, Platform App Builder, or Data 360 Specialist certification.
Agentblazer Champion Status or higher.
Experience supporting Retail Consumer Goods customers, 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, renewal, and expansion.
Coordinate entitled deliverables throughout the Signature lifecycle and apply appropriate processes to deliver customer value.
Align business and technical stakeholders and connect business value and technical goals to the Signature offer.
Build and maintain relationships with customer stakeholders, including executive-level IT and business leaders.
Act as a trusted advisor by understanding customers’ business models, establishing mutual goals, and applying proven solutions.
Solidify partnership commitments, drive innovation aligned with customer challenges, and increase engagement with products and services.
Identify political barriers to customer success and develop strategic success plans in collaboration with experienced team members when needed.
Act as the primary interface for major incidents, communicate proactively, and coordinate timely issue resolution.
Conduct quarterly reviews of feature usage and recommend ways to improve adoption, platform stability, performance, and feature use.
Identify underutilized contracted entitlements and align platform features with customer priorities to increase throughput.
Use AI agents for routine tasks such as meeting summaries, QBR data collection, and initial health monitoring; use AI-driven sentiment and intent analysis to flag concerns.
Apply product knowledge to diagnose technical concerns, ask effective questions, and align platform features with customer priorities and roadmaps.
Monitor customer health, identify trends, and provide tailored release recommendations.
Coordinate customer success and revenue opportunities with Sales, Engineering, and Product Management.
Plan customer engagements, communicate clearly with collaborators, and keep customer goals central to decisions.
Prioritize assigned work, organize tasks, and use internal resources and guidance to address priority problems.