Customer Success Manager, Digital

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Job Category Customer Success

Job Details

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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Digital Customer Success Manager uses deep business, industry and product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce. In this role, the Digital Customer Success Manager will specialize in one or more line of businesses, a specific cloud or industry to speak the customer language and ensure customer value realization. They are aligned at key stakeholder level, building and fostering positive relationships to help customers progress on their digital journey. The Digital Customer Success Managers are working directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customers needs. The ideal Digital Customer Success Manager, Marketing Cloud will possess both a Cloud specialization and industry skills that enables them to speak the customer language.

Responsibilities

Leverage our Customer Success Methodology and partner with customers stakeholders to understand their goals, assess their capabilities and provide recommendations to help them accelerate achievement of their business and technology objectives

Develop an understanding and knowledge of customer’s Salesforce implementation and evangelize the capabilities of Salesforce across all of our Clouds

Guide a customer on org strategy, governance and change management best practices based on customer needs

Can demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap

Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan

Produce and execute a comprehensive adoption path showing the current state, target future state with timeline, and an underlying enablement Plan.

Deliver business value and innovation to a customer’s business by understanding our customers’ key business challenges and potential for growth

Build and foster executive-level relationships with the customer’s IT and business executive leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business and IT sponsors & team members

Working collaboratively with the account team and Salesforce Execs, effectively network within accounts from the Executive-Level down, in order to help customers achieve their objectives

When appropriate, recommend additional Salesforce services and advisory experts needed to drive success

Proactively communicates technical product changes, degradations, outages, end of life and other relevant updates

Preferred Qualifications & Skills:

Experienced professional with proven relevant industry expertise

In-depth knowledge in one or more line of businesses (LoB) - a specific cloud or industry

Strong consulting skills and proven results working as a Trusted Advisor to drive business value for customers

Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and adept at handling objections

Proven understanding of Salesforce product and platform features, capabilities, and best use is highly desired

Able to articulate the importance and value of Governance to Business and IT executives

Good understanding of enterprise architecture principles strongly preferred

Ability to quickly grasp and distinctly explain technological and business concepts

Fluency in Japanese and basic English skills

Leadership Qualities:

PASSION: Passionate about Customer Success

THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, phenomenal storyteller

URGENCY: Ability to adapt quickly and drive business value and results

OHANA: Embodies Aloha culture: A standout colleague that everyone enjoys working with and has a generous heart

TRUST: Trust the company’s core values

ADAPTABLE: Excels in high levels of uncertainty and change

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, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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