Director of Customer Success (Marketing Cloud)

Quick Facts - Role: Customer Success Manager, Director – Marketing Cloud (Individual Contributor) - Focus: Signature Success Plan customer accountability, adoption, renewal/expansion Description Serve as the single point of customer accountability for high-value Marketing Cloud customers purchasing the Signature Success Plan, ensuring they achieve a significant return on investment through the Salesforce platform. Act as a trusted strategic advisor in a digital-first marketing environment, translating business goals into Marketing Cloud experiences and aligning business value with technical outcomes. Protect peak revenue as the primary interface for major incidents and drive platform adoption through quarterly health and feature-usage reviews. Responsibilities - Coordinate Signature deliverables across the Signature lifecycle - Align Business and Technical stakeholders to customer priorities, projects, and problems - Develop and maintain executive-level customer relationships and drive innovation aligned to business challenges - Identify and address political barriers to customer success and expand product engagement - Lead major-incident response (e.g., checkout failures, email deliverability drops) with timely communication and resolution - Conduct quarterly reviews of feature usage and adoption (e.g., Journey Builder) - Identify underutilization of contracted entitlements and align features to increase throughput - Use AI literacy (agent automation, QBR support, initial health monitoring), basic prompt engineering, and AI-driven sentiment/intent analysis to flag early concerns - Seek training/certifications (Agentblazer) and apply product knowledge to ask effective diagnosis questions - Provide tailored release recommendations based on trends and quarterly monitoring - Coordinate with Sales, Engineering, and Product Management to support customer success and revenue opportunities Requirements - 10+ years of experience in Customer Success, SaaS platforms, and marketing operations - Strong consulting ability: facilitate discussions, handle objections, and translate business goals into product experiences - Ability to communicate technical issues to diverse audiences and translate technical concepts into business terms - Actively seek learning activities and mentors to accelerate development - 5+ years experience supporting customers or as a user of Marketing Cloud or similar marketing tools - Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training (preferred) - Salesforce certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist) - Agentblazer Champion status or higher (preferred) - Office-flexible role: in-office at least 3 days per week (not remote) Benefits - Time off programs - Medical, dental, vision - Mental health support - Paid parental leave - Life and disability insurance - 401(k) and employee stock purchasing program formatted_html_description:

Quick Facts

• Role: Customer Success Manager, Director – Marketing Cloud (Individual Contributor)

• Focus: Signature Success Plan customer accountability, adoption, renewal/expansion

Description

Serve as the single point of customer accountability for high-value Marketing Cloud customers purchasing the Signature Success Plan, ensuring they achieve a significant return on investment through the Salesforce platform. Act as a trusted strategic advisor in a digital-first marketing environment, translating business goals into Marketing Cloud experiences and aligning business value with technical outcomes. Protect peak revenue as the primary interface for major incidents and drive platform adoption through quarterly health and feature-usage reviews.

Responsibilities

• Coordinate Signature deliverables across the Signature lifecycle

• Align Business and Technical stakeholders to customer priorities, projects, and problems

• Develop and maintain executive-level customer relationships and drive innovation aligned to business challenges

• Identify and address political barriers to customer success and expand product engagement

• Lead major-incident response (e.g., checkout failures, email deliverability drops) with timely communication and resolution

• Conduct quarterly reviews of feature usage and adoption (e.g., Journey Builder)

• Identify underutilization of contracted entitlements and align features to increase throughput

• Use AI literacy (agent automation, QBR support, initial health monitoring), basic prompt engineering, and AI-driven sentiment/intent analysis to flag early concerns

• Seek training/certifications (Agentblazer) and apply product knowledge to ask effective diagnosis questions

• Provide tailored release recommendations based on trends and quarterly monitoring

• Coordinate with Sales, Engineering, and Product Management to support customer success and revenue opportunities

Requirements

• 10+ years of experience in Customer Success, SaaS platforms, and marketing operations

• Strong consulting ability: facilitate discussions, handle objections, and translate business goals into product experiences

• Ability to communicate technical issues to diverse audiences and translate technical concepts into business terms

• Actively seek learning activities and mentors to accelerate development

• 5+ years experience supporting customers or as a user of Marketing Cloud or similar marketing tools

• Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training (preferred)

• Salesforce certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist)

• Agentblazer Champion status or higher (preferred)

• Office-flexible role: in-office at least 3 days per week (not remote)

Benefits

• Time off programs

• Medical, dental, vision

• Mental health support

• Paid parental leave

• Life and disability insurance

• 401(k) and employee stock purchasing program