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. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems. The CSM serving Marketing Cloud customers acts as the primary Marketing Cloud Subject Matter Expert (SME) for the technical and operational configuration and needs of the customer.
Key Responsibilities
Customer Accountability and Value Alignment
Single Point of Accountability: Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
Signature Lifecycle Oversight: Coordinate all deliverables the customer is entitled to,
overseeing the experience throughout the Signature lifecycle.
Value Delivery: Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
Stakeholder Alignment: Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
Prioritization: Prioritize the most urgent work activities, organize tasks to avoid missing key steps, and create basic plans to focus time, taking responsibility for assigned tasks.
Internal Resource Utilization: Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
Strategic Advisory and Stakeholder Management
Relationship Building: Develop and maintain robust relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and bus