.Job Category: Customer SuccessAbout Salesforce:We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. If you believe in business as the greatest platform for change, and in companies doing well and doing good – you've come to the right place.The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for Salesforce's largest and highest-profile customers. You will be responsible for partnering with a small number of assigned accounts, maintaining a continual focus on the customer's business goals, improving their overall technical and operational health, and realizing the maximum value out of their Salesforce investment.Your Impact:Function as the Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration (and needs) of the customer.Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, renewal, and expansion.Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers.Help your customers achieve their business goals and outcomes on the Salesforce Marketing platform by:Coordinating the completion of the Signature Success catalog of services as required for your customer.Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.Acting as an advisor for the adoption of new features of Salesforce's annual release schedules, identifying potential challenges and risks.Communicating the value of Signature Success and ensuring all collaborators understand this value.Acting as an advocate for customers during the triage and resolution of high severity cases.Conducting quarterly reviews, identifying trends, and providing tailored release recommendations.Forging strong multidisciplinary relationships with Sales, Engineering, and Product Management.Occasionally being available for after-hour or weekend coverage depending on customer needs.Anticipating and adapting to role changes per evolving Salesforce needs.Minimum Skills:5+ years of relevant industry expertise in Technical Customer Success, Customer Success Manager, SaaS platform use, or project leadership.Exceptional communication and presentation skills with demonstrated ability to influence reliably at all levels, including executive and C-level.Ability to analyze technical concepts and translate them into business terms.Experience leading efforts of cross-functional teams to facilitate resolution of customer needs.Preferred Requirements:+2 years in Salesforce Ecosystem.Salesforce product certifications are a plus (e.G., Marketing Associate, Marketing Cloud Administrator)
