Customer Success Manager - Marketing cloud

As a Customer Success Manager (CSM), you will occasionally act as a point of contact for major incidents, owning the customer’s expectations and communications through incident resolution. The CSM serves as the technical main interface on behalf of our customers and works closely with internal and external collaborators, including partners and ISVs, to address customer needs.
Responsibilities
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 within customer organizations that have purchased Signature.
Help customers achieve their business goals and outcomes on the Salesforce platform by:
Coordinating the completion of the Signature Success catalog of services as required for each customer.
Providing timely, proactive Salesforce feature guidance based on the customer’s areas of interest.
Acting as an advisor for adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to implementation.
Communicate the value of Signature Success and ensure all collaborators understand this value so that customers continue to renew Signature Success.
Act as an advocate for customers during triage and resolution of high‑severity cases to assist with timely resolution.
Conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
May be required to be available for some after‑hour or weekend coverage depending on customer needs.
Anticipate and adapt to role changes per evolving Salesforce needs.
Qualifications
7+ years of experience in Technical Customer Success, SaaS platform use or project leadership, consulting, solutions development, technical and/or solutions architecture.
Exceptional communication and presentation skills with demonstrated ability to influence effectively at all levels of the organization, including executive and C‑level.
Skills for analyzing technical concepts and translating them into business terms, mapping business requirements into technical features.
Ability to explain complex technical concepts in business‑friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development processes and design methodologies.
Experience leading cross‑functional teams to facilitate the resolution or disposition of customer needs or projects.
Proficient in English and Swiss‑German or French.
Preferred Requirements
+2 years in the Salesforce ecosystem.
B2C marketing expertise.
Experience with Salesforce Marketing Cloud.
Salesforce product certifications (Administrator, Service Cloud Consultant, Sales Cloud Consultant, Data Cloud Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Salesforce Certified Agentforce Specialist.
Degree or equivalent experience; evaluated based on strengths such as demonstrated behaviors and relevant experience.
This position requires working from the local Salesforce office three days a week.
Accommodations: If you need a reasonable accommodation during the application or recruiting process, please submit a request via Accommodations Request Form.
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