Customer Success Manager, Marketing Cloud Next (Public Sector)

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Job Category

Customer Success

Job Details

About Salesforce

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The Customer Success Manager (CSM) for Marketing Cloud Next 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.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the Salesforce platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their Salesforce implementation, share standard methodologies, and adoption of proactive services. 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.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer's expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

This role specializes in guiding organizations through seamless migrations from legacy marketing automation platforms-including Granicus GovDelivery, Eloqua, Marketo, HubSpot, Pardot, and Salesforce Marketing Cloud Engagement -to Salesforce Marketing Cloud Next and Salesforce Data Cloud. By identifying and addressing both technical and business concerns, the CSM strategically aligns solutions with the customer's top priorities, projects, and goals.

The ideal CSM has an extraordinary focus on the success of the customer, is an exceptional communicator, exhibits professionalism, is dedicated to meeting and exceeding expectations, enjoys forming relationships, has excellent collaboration skills, and has the ability to learn new technologies quickly.

This is an Individual Contributor position.

Your Impact

Customer Accountability and Value Alignment

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle.
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• 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.
• Use internal resources to increase effectiveness and rely on managers or mentors for guidance on priority problems.
• Conduct enablement sessions on opportunity and case management, forecasting, pipeline hygiene, knowledge creation, and omni-channel routing.
• Share best practices for sales and service process optimization, data quality, and customer experience.

Strategic Advisory and Stakeholder Management

• Track usage metrics (opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores).
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Act as a trusted advisor by gaining trust through mutual goals, understanding the customer's business model, and applying proven solutions to their problems.
• Solidify partnership commitments and drive innovation aligned with customers' business challenges.
• Increase customer engagement with products and services and identify major political barriers to customer success.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.
• Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder or Commerce Promotions, ensuring platform stability and performance.
• Identify underutilization of contracted entitlements (e.g., messaging volume or GMV tiers) and align platform features with customer priorities to increase throughput.

Core Technical Skills Required

• Marketing Cloud Next - Platform Breadth: Strong functional knowledge of the full Marketing Cloud Next platform. Able to architect solutions end-to-end and lead discovery without referring to technical resources for platform capability questions.
• Salesforce Data Cloud: Solid understanding of Data Cloud architecture - data streams, unified profiles, identity resolution, segmentation and activation to Marketing Cloud Next - sufficient to own the functional integration design and validate the Data Cloud Architect's technical approach.
• Subscriber Data Model & Consent Architecture: Deep understanding of MCN subscriber data model - data extensions, sendable/non-sendable objects, contact counts, suppression lists - and proven expertise designing consent migration strategies that comply with GDPR, CAN-SPAM, CASL and POPI.
• Legacy Marketing Platform Knowledge: Working knowledge of at least one major legacy marketing platform (Eloqua, Marketo, HubSpot, Pardot, legacy Marketing Cloud Engagement ) - sufficient to run discovery workshops, assess migration complexity and translate legacy features to Marketing Cloud Next equivalents.
• Journey & Campaign Migration Strategy: Proven ability to inventory, assess and priortize complex legacy marketing automation libraries - mapping legacy journey logic, drip campaigns and triggered send rules to Flow native design patterns.
• Email Deliverability: Solid understanding of email deliverability principles - IP warm-up, SPF/DKIM/DMARC, sender reputation, inbox placement - to advise clients on post-migration deliverability strategy.
• Integration Architecture Awareness: Understanding of Marketing Cloud Connect (CRM sync), REST/SOAP MC APIs, API-triggered sends and event-driven messaging - sufficient to design functional integration specifications and validate the TA's implementation approach.
• Data Migration Strategy (Functional): Ability to define what data migrates, the business transformation rules governing subscriber and consent data, validation criteria for data sign-off and the business cutover sequence - partnering with the TA and Data Cloud Architect for ETL execution.
• Salesforce Platform Awareness: Working knowledge of Salesforce CRM, Sales/Service Cloud data model, Flows and permission sets - sufficient to design end-to-end Marketing Cloud Next solutions that integrate with the broader Salesforce org.
• Functional Design Documentation: Expertise in producing executive-quality solution blueprints, functional design documents, process maps, data mapping specifications, migration approach papers and UAT test scripts.
• Workshop Facilitation & Client Management: Proven ability to lead large, complex discovery workshops and design sessions with senior client stakeholders - managing scope discussions, capturing requirements and building consensus on migration approach.
• Agile Delivery: Proficiency in Agile delivery practices - user story writing, backlog management, sprint planning and sprint review facilitation - within the Migration Factory's MDLC wave delivery model.

Technical Health, Adoption, and Risk Management

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.
• AI Engagement Monitoring: Use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.
• Collaborative Learning: Actively seek out Agentblazer training and certifications to stay current on autonomous agent capabilities.
• Learning & Development: Apply product knowledge and expertise to address technical concerns, use this knowledge to ask effective diagnostic questions, and align platform features with customer priorities and roadmaps.
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.
• Serve as the primary interface for major incidents (e.g., checkout failures or email deliverability drops) to protect peak revenue.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• Form a clear plan for client engagements, communicate clearly and proactively with collaborators, and keep the customer goal central to decision-making.
• Escalate complex automation, data model, routing, or integration questions to technical resources.

Minimum Requirements:

• 5+ years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possesses industry-relevant expertise and is actively honing skills in a relevant functional area, with an understanding of the broad impact of the industry on the customer's business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seeks out relevant learning activities, approaches obstacles as growth opportunities, and seeks experienced mentors to accelerate personal development.
• Position requirements: Legal authorization to work in the U.S. is required. Company visa sponsorship is not available for this position at this time.

Cloud/Platform Requirements (included with the above):

• 3+ years of experience supporting customers using Marketing Cloud Next or Legacy Marketing Platform knowledge

• Marketing Cloud Next - Platform Breadth: Strong functional knowledge of the full Marketing Cloud Next platform - Email Studio, Journey Builder, Automation Studio, Content Builder, Mobile Studio, Advertising Studio and Contact Builder

• Legacy Marketing Platform Knowledge: Working knowledge of at least one major legacy marketing platform (GovDelivery, Eloqua, Marketo, HubSpot, Pardot, legacy Marketing Cloud Engagement )

• 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.

Preferred Certifications

• Salesforce Marketing Cloud Email Specialist
• Salesforce Marketing Cloud Consultant
• Salesforce Marketing Cloud Administrator

Note: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

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

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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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $123,100 - $186,300 annually

There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $147,400 - $202,600 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.