Customer Success Manager -Marketing Cloud

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. Job Description Summary: For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. We are currently looking for a versatile Customer Success Manager with expertise in Salesforce to join our team. In this role, you will act as an extension of our customer's workforce, offering guidance and advice to ensure they receive a significant return on investment with Salesforce. As a CSM, you will be responsible for identifying and addressing both technical and business concerns and requests, aligning them with customer priorities, projects, and problems. You will bring senior-level expertise and will be responsible for coordinating all deliverables the customer is entitled to, including overseeing the day-to-day customer experience from onboarding through Signature contract renewal and expansion. As the main point of contact for the account's success, you will work closely with Product Management, Sales, Technical Support, and Engineering to lead the customer relationship. Your impact will be to serve as the Marketing Cloud Subject Matter Expert (SME) for the customer's technical and operational configuration and needs. Act as the single point of accountability for orchestrating all Signature deliverables, the customer experience, renewals, and expansion. Cultivate and maintain relationships with the customer's IT and business executive leadership, sponsors, and decision-makers in organizations that have purchased Signature. Shift Timings: Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need. (5.30/6.30 PM - 2:30/3:30 AM) IST    Responsibilities: • Customer Success Advocacy: Act as the primary point of contact, leveraging deep industry, product, and technical knowledge to guide them to achieve business objectives  • Stakeholder Alignment: Develop and nurture strong relationships at key stakeholder levels, aligning with customer needs across various market segments, sizes, and solution complexities.  • Strategic Guidance: Assess customer goals and capabilities, offer recommendations for ecosystem health, performance optimization, and achieving business and technology objectives. • Business Value Delivery: Cultivate executive-level relationships within customer IT and business leadership, solidifying partnership commitments and driving innovation aligned with customers' business challenges and growth potential. • Adoption Path & Enablement: Contribute to SF  knowledge, community, and training resources, comprehensive adoption plans showcasing current and future states,