Senior Principal Success Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Customer Success Manager - Marketing Cloud Signature Success Plan About the Role For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. As a Customer Success Manager (CSM) for Marketing Cloud, you will serve as a named resource and partner for Salesforce's customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Marketing Cloud investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents. These activities will enable you to proactively set the customer up for success through optimization of Marketing Cloud, with special care during critically important peak events. This will require some technical knowledge of the Salesforce Marketing Cloud platform, data environments, and the ability to work closely across internal and external teams to provide a unified Signature experience. Your Impact Orchestration & Accountability Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion Effectively orchestrate Signature experience across complex, multi-org Marketing Cloud customers Choose when and how to engage clients based on ROI Organize information across multiple work streams and integrate customer priorities and timelines into plans Take proactive ownership of customer needs and draw expert resources into customer situations as needed Trusted Advisor & Relationship Management Cultivate and maintain stakeholder relationships with the customer's IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature and beyond Demonstrate genuine commitment to customer goals to build rapport Combine Salesforce Marketing Cloud knowledge with business insight to deliver effective recommendations Navigate the customer's and Salesforce's internal politics to achieve results Advance the customer's core business goals through insight and resources Effectively amplify the voice of the customer with internal teams to help ensure Salesforce remains laser-focused on the customer's success Value Realization & Business Outcomes Help your customers achieve their business goals and outcomes on the Salesforce Marketing Cloud platform by: Coordinating the completion of the Signature Success catalog of services as required for your customer Providing timely, proactive Marketing Cloud feature guidance based on the areas of interest for your customer Acting as an advisor to your cus ... (truncated, view full listing at source)