Customer Success Manager

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

For our customers who wish to get the most value out of Salesforce with enterprise and rapid support, delivered by our most skilled experts, they purchase our Signature Success Plan. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

As a Customer Success Manager (CSM), you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams and maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents.

These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience.

Your Impact

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature and beyond.
• Help your customers achieve their business goals and outcomes on the Salesforce platform by:
• Coordinating the completion of the Signature Success catalog of services as required for your customer.
• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.
• Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.
• Acting as an advisor to your customers for the integration of agentic AI into their business processes, considering technology, workforce, data governance and ethical implications.
• Be a Marketer from inside Salesforce: leverage your deep understanding of the B2C and B2B customer journeys to advise clients on their digital marketing transformation based on Salesforce Marketing Cloud. Your primary objective will be to ensure clients maximize platform adoption and achieve demonstrable ROI through expert-level strategic guidance.
• Estimate and communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Minimum Requirements

• Italian mother tongue, based in Milan or immediate surroundings.

• Relevant work experience in one or more of the following: Marketing SaaS platform use or project leadership.

• Previous working experience with Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.

• Previous working experience with Digital Marketing processes, challenges and trends.

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Ability to coordinate and work closely with high volume events and/or key events for the customer.

• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

• AI and Data literacy. AI literacy includes understanding AI concepts like machine learning, agentic AI, responsible use and ethical implications. Data literacy involves data modeling, data strategy and analytics.

• Knowledge of software development process and design methodologies.

• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

Preferred Requirements

• Relevant experience in Salesforce Ecosystem.

• Salesforce product certifications are a plus (Marketing Associate, Marketing Cloud Administrator, Salesforce Certified Associate, Marketing Cloud Account Engagement Specialist, Marketing Cloud Email Specialist, Agentforce Specialist).

• Deep understanding of Marketing Cloud, marketing automation, personalization, advertising, and/or marketing platforms.

• Deep understanding of Digital Marketing processes, challenges and trends.

• Knowledge of Salesforce Marketing Cloud features and applications and able to articulate the value and how a Customer can benefit from Signature Success for Marketing Cloud.

• Knowledge of Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem.

• Degree or equivalent experience required. Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.