Customer Success Manager

About the role

The Customer Success team within Signature Success is seeking a driven, customer‑focused CSM to serve as the primary contact for Salesforce’s largest and highest‑profile customers. You will partner with a small number of strategic accounts, aligning their business goals with the Salesforce platform to maximize value and ensure technical and operational health.

Key responsibilities

• Act as the single point of accountability for all Signature Success deliverables, renewals, and expansions.
• Maintain deep technical understanding of each customer’s Salesforce Marketing Cloud implementation and provide proactive guidance on feature adoption and release schedules.
• Coordinate quarterly reviews, identify trends, and deliver tailored recommendations to enhance stability, performance, and feature utilization.
• Serve as the technical interface during high‑severity incidents, managing expectations and communications to ensure timely resolution.
• Build strong relationships with IT and business executives, sponsors, and decision‑makers within customer organizations.

Required profile

• 5+ years of experience in technical customer success, SaaS platforms, or technology consulting.
• Exceptional communication and presentation skills, with the ability to influence at all organizational levels, including C‑suite.
• Proven ability to translate complex technical concepts into business‑friendly terms and vice‑versa.
• Experience leading cross‑functional teams to resolve customer challenges.

Required skills

• Salesforce platform expertise, particularly Marketing Cloud.
• Knowledge of marketing automation, personalization, and digital marketing processes.
• Advanced English proficiency.