At a Glance
- Tasks: Drive customer success and innovation using AI in a dynamic environment.
- Company: Salesforce, the leading AI CRM company transforming the workforce.
- Benefits: Flexible office options, competitive salary, and resources for personal growth.
- Other info: Join a diverse team committed to equality and professional development.
- Why this job: Be a Trailblazer in AI, making a real impact on businesses worldwide.
- Qualifications: Experience in Customer Success or SaaS, with strong communication skills.
The predicted salary is between 49500 - 60500 $ per year.
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.
The Customer Success Manager, Senior Manager (Marketing Cloud) is a highly strategic and experienced individual contributor responsible for driving quantifiable business impact across our most complex, often multi-org Signature customers. This role acts as a primary strategic partner, who maintains a continual focus on the customer’s business goals to improve their adoption, technical health, and expertise to realize the maximum value out of their Salesforce investment.
Key Responsibilities:
- ROI-Driven Engagement: Determine when and how to engage clients based on calculated ROI, ensuring all activities translate directly into tangible value for the customer.
- Complex Program Management: Effectively own the Signature experience across complex, multi-org customers.
- Resource Mobilization: Act as the central resource for the team and the customer, connecting all the dots.
- Engagement Charter: Craft a clear engagement charter with specified goals and metrics to ensure alignment across internal and external teams.
- Business Value Integration: Align the Account Success team and internal stakeholders around the customer's business and technical goals.
- Agentic Workflow Design: Designing multi-step digital workflows where agents handle repetitive data-intensive work.
- ROI Segmentation (Human vs. AI): Determining which customer segments or tasks require high-touch human coverage vs. autonomous "always-on" AI support.
Trusted Advisory and Executive Influence:
- Advanced Stakeholder Management: Cultivate and maintain relationships with customer IT and business executive leadership.
- Complex Navigation: Navigate the customer’s and Salesforce’s internal organizational dynamics to achieve results.
- Business Insight: Combine expert Salesforce knowledge with deep business insight to deliver effective recommendations.
- Customer Advocacy: Effectively amplify the voice of the customer with internal teams.
- Solution & Industry Expertise: Develop a strong working knowledge of Salesforce’s major solutions.
- Mentorship and Development: Demonstrate a growth mindset by pursuing challenging learning activities.
Domain Expertise and Risk Mitigation:
- Risk Management: Act as the leader in identifying problems.
- AI Governance & Guardrails: Guide customers through governance frameworks and best practices.
- Root Cause Synthesis: Use AI tools for account-level pattern recognition.
- Root Cause Analysis: Question assumptions to uncover root causes.
Minimum Requirements:
- Experience: Experienced business professional with relevant industry expertise in Customer Success.
- Executive Communication: Exceptional communication and presentation skills.
- Behavioral Competency: Ability to handle objections and navigate complicated discussions.
- Technical Acumen: Ability to clarify the roles and responsibilities of collaborators.
Cloud Specific Experience:
- Salesforce product certifications are a plus.
- Preferred Certifications: Marketing Cloud certifications and/or Salesforce Platform Administrator certification.
- AI Readiness: Holds Agentblazer Champion Status or higher.
This role is office-flexible, and the expectation is to be in office 3 days per week.
Unleash Your Potential: When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best.
Accommodations: If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Senior Customer Success Manager in Melbourne employer: Salesforce, Inc.
Salesforce is an exceptional employer, particularly for the Named Account Executive role in Victoria, where you will thrive in a culture that champions innovation and community impact. With world-class benefits including paid volunteer days, flexible leave policies, and comprehensive health support, Salesforce empowers employees to balance their professional and personal lives while fostering growth through meaningful work with public sector clients. Join a team that values diversity, collaboration, and the drive to make a positive difference in the world.
