Customer Success Manager, Director – Marketing Cloud

Role Overview

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer’s workforce and a trusted advisor, providing guidance and advice to customer organizations.

What You Will Do

The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder, ensuring platform stability and performance.

Why It Might Be a Fit

We are looking for candidates who have experience supporting customers in one or more of the following industries: Retail Consumer Goods (RCG) – Partners with retail, consumer packaged goods, fashion, beauty, and consumer products companies to drive digital transformation, enhance customer experiences, and maximize value from e-commerce, merchandising, and omni-channel strategies.

Requirements

• 10+ years of industry expertise in Customer Success, SaaS platforms, and Marketing operations.
• Cloud/Platform Requirements: 5+ years experience supporting customers or as a user of Marketing Cloud or similar Marketing tools
• Marketing Cloud (Email Specialist, Engagement Foundations) certifications and/or Commerce Cloud training credentials preferred but not required.
• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Data 360 Specialist)

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

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