Customer Success Manager (Marketing Cloud)

Quick Facts

• Role: Customer Success Manager (Customer Success)

• Focus: Marketing Cloud customers on the Signature Success Plan

• Work style: Individual Contributor; office-flexible with a minimum of 3 in-office days per week

Description

The Customer Success Manager ensures high-value customers who purchase the Signature Success Plan achieve significant ROI on the platform. You coordinate the Signature lifecycle, align business value with technical goals, and act as a trusted advisor for both business and technical stakeholders. You also drive adoption and manage risk through quarterly health reviews, major-incident ownership, and AI-enabled monitoring and success-plan support.

Responsibilities

• Own customer accountability for all Signature deliverables, overall customer experience, renewal, and expansion

• Coordinate all Signature lifecycle deliverables and apply the correct processes to deliver value

• Align Business Value and Technical Goals with customer priorities, projects, and problems

• Prioritize urgent work, organize tasks, and create basic plans to avoid missing key steps

• Build executive-level relationships and serve as a trusted advisor by understanding the customer’s business model

• Increase customer engagement with products/services and identify barriers to success

• Serve as the primary interface for major incidents (e.g., checkout failures, email deliverability drops)

• Run quarterly feature-usage reviews to drive adoption (e.g., Journey Builder) and ensure stability/performance

• Identify underutilized contracted entitlements and align features to increase throughput

• Use AI agents to automate routine tasks (meeting summaries, QBR data collection, initial health monitoring)

• Apply prompt engineering basics to retrieve accurate customer data and draft success plans

• Monitor AI-driven sentiment/intent to flag early customer concerns for human follow-up

• Stay current through Agentblazer learning and certifications

• Apply product knowledge, ask effective diagnosis questions, and align features with customer roadmaps

• Provide tailored release recommendations based on trends and quarterly reviews

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

• Plan client engagements and communicate clearly and proactively

Requirements

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

• 3–4 years supporting customers or working as a user of Marketing Cloud (or similar marketing tools)

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

• Excellent communication skills to translate technical issues into business terms for diverse audiences

• Experience managing and aligning business and technical stakeholders

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

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

• AI readiness: Agentblazer Champion Status or higher

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

Benefits

• Time off programs

• Medical, dental, vision, and mental health support

• Paid parental leave

• Life and disability insurance

• 401(k)

• Employee stock purchasing program

• Base salary range: $123,100–$186,300 annually; in California/New York and select metro areas: $147,400–$202,600 (base only; excludes bonus/incentive/equity/benefits as applicable)