Chief Customer Officer, Marketing Cloud

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About the Role

We are seeking a highly motivated leader with deep sales and marketing expertise to represent Salesforce Marketing Cloud in guiding customers to success with the product, while enabling and leading sales and partner success.

The ideal candidate will have 15+ years experience in senior leadership roles, with at least 5 years leading sales and 5 years working with marketing or customer experience technologies in enterprise software. This individual will understand the needs of companies deploying and using marketing software and will be able to translate that expertise into driving customer success, product adoption, and sustained business growth.

This leader will focus on driving success in two key areas:

• Product Adoption

The Chief Customer Officer and their team will drive customer success through product adoption and customer value. This includes providing tools, systems, information, and programs that educate and assist customers, as well as supporting internal teams to help customers realize the promised value of the product. Success will be measured through metrics such as utilization rates, campaign send volumes, NPS, and other adoption based indicators.

• Business Growth / GTM - Sales and Partner Success

The Chief Customer Officer and their team will also drive business growth through sales performance and customer retention. This includes working closely with Sales Leadership, Sales Operations, Enablement, Partner Teams, and other stakeholders to align product and go-to-market (GTM) efforts. Responsibilities include driving the strategy, development, and adoption of tools, sales plays, demo environments, systems, and programs that enable sales and partners to represent the product effectively and grow the business. Success will be measured by growth in ACV, customer retention, and sales performance.

This role reports to the EVP/GM for Salesforce Marketing Cloud and collaborates closely with Product, Engineering, Sales, Marketing, and Partner organizations. It is a non-commissioned role with responsibilities tied to sales outcomes but compensated under a product-based model.

Drive Product Adoption

• Lead the development and distribution of AI and agent-based self-service activation guides, programs, and tools for onboarding, product version transitions, and best practices, helping customers extract value from the latest technologies.

• Lead a data-driven organization that measures all aspects of product usage and leverages insights to optimize both product performance and customer experience.

• Develop vision demos and dynamic architectural illustrations that enhance customer communications and self-service guides.

• Lead transformation programs to guide customers in adopting the latest technologies.

• Coordinate across Product Management, Engineering, Customer Success, Product Marketing, and Sales to drive adoption initiatives.

Lead GTM Programs for Marketing Cloud

• Lead "Run the Business" programs with Product Marketing, Sales Operations, Distribution Leaders, and Partner Liaisons to ensure ongoing alignment between product strategy and GTM motions, maintaining pipeline generation, ACV growth, retention, and adoption.

• Operate a data-driven GTM program that continuously evaluates market and sales conditions, enabling proactive decision-making with stakeholders to keep the business aligned with distribution needs.

• Build scalable programs that produce current, executable sales plays aligned to the latest product strategy.

• Develop and implement scalable Solution Engineering demo and environment programs to support sales, driving convergence to the latest product versions.

• Lead the creation and execution of a comprehensive enablement strategy for Marketing Cloud in coordination with Product Marketing.

• Ensure effective enablement for Solution Engineering, Account Executives, Customer Success, and Partners on Marketing Cloud products, solutions, and value propositions.

• Manage and resolve sales escalations promptly and effectively, including the use of AI and agents to scale resolution.

• Establish and refine deal support processes for frontline sales teams and managers.

• Create and distribute roadmap enablement and distribution programs for internal and external stakeholders.

Experience

• 15+ years in senior leadership roles, with at least 5 years in sales leadership and 5 years in marketing technology.

• Demonstrated success in driving ACV growth through sales and partner programs.

• Consulting experience with customers, solving complex problems through technology.

• Extensive experience working with sales teams (Account Executives, Solution Engineers) and channel partners.

• Proven track record collaborating with software product teams.

Skills

• Strong knowledge of Marketing Cloud technologies and the broader MarTech landscape.

• Exceptional communication, presentation, and interpersonal skills.

• Ability to build strong relationships and influence stakeholders at all levels.

• Strategic thinker with a hands-on approach to program execution.

• Proven ability to manage complex projects and deliver results in a fast-paced environment.

Applications will be accepted until 09/01/2025

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.

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