Customer Success Manager, Marketing Cloud, Salesforce

Customer, Salesforce
India, Gurugram
January 27, 2026
Full Time

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Job Description

Join Salesforce as a Customer Success Manager driving high-impact Marketing Cloud journeys. Act as the trusted advisor for strategic customers, aligning business goals with scalable solutions, managing critical events, improving platform health, and accelerating adoption, optimization, and long-term value across the Salesforce ecosystem through proactive engagement, measurable outcomes, and innovation.

Date Posted: January 05, 2026

Expiration Date: NA

Experience: 9+ years

Job ID: JR323747

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Main Responsibilities

  • Be the Marketing Cloud Subject Matter Expert for technical and operational customer requirements.
  • Take the lead on Signature Success deliverables, renewals, and expansions as the sole point of accountability.
  • Create and sustain excellent connections with IT managers, business leaders, and decision-makers at the customer’s side.
  • Oversee Signature Success services and make sure that they are delivered on time, matching with customers’ objectives.
  • Advise customers proactively on Salesforce features, new releases, and best practices.
  • Discuss with customers the adoption of new Salesforce annual release capabilities and pinpoint risks ahead of time.
  • Bring the value of Signature Success into the spotlight and reinforce it so that ongoing renewals take place.
  • Stand up for customers during high-severity incidents and manage expectations until the issue is resolved.
  • Facilitate quarterly business reviews, look at trends, and suggest improvements that would lead to stability and growth.
  • Work together with Sales, Engineering, Product, partners, and ISVs across the board.
  • Assist customers during their peak or other times when they have a high volume of business.
  • Be available for after-hours or weekend support from time to time, depending on the customer’s needs.

Essential Qualifications

  • A minimum of 9+ years of experience in Customer Success, SaaS platforms, technical consulting, or project management as a leader.
  • Excellent knowledge and know-how in dealing with the operational and technical implementations of Salesforce Marketing Cloud.
  • Excellent communication and presentation skills with wide-ranging audiences that include executives and C-level stakeholders.
  • Capability to break down complicated technical ideas and communicate them in terms of business value.
  • Demonstrated track record of overseeing inter-departmental teams in their efforts to tackle customer problems.
  • Possession of solid analytical, problem-solving, and relationship management skills.

Preferred Qualifications

  • Salesforce Marketing Cloud certifications (Administrator, Consultant, Account Engagement, Email Specialist) are a must.
  • B2C Commerce, Data Cloud, Datorama, Predictive Intelligence, SAP, and integrations experience are required.
  • Such a person will have a great understanding of marketing automation, personalization and advertising, and digital marketing trends.
  • Knowledge of the Salesforce product ecosystem, platform capabilities, and deployment best practices is a requirement.
  • Working in enterprise, high-scale, customer-facing environments would be an advantage.
  • 3-4 days per week presence in a Salesforce office is a requirement.

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