Customer Success Manager, Marketing Cloud Next (Public Sector)

Salesforce•Columbia, WA

1d•Hybrid

About The Position

The Customer Success Manager (CSM) for Marketing Cloud Next is an individual contributor and trusted advisor to high-value customers who purchase Salesforce’s Signature Success Plan. The role is responsible for helping customers realize value from the platform through strong customer relationships, technical guidance, proactive services, adoption support, and coordination of Signature deliverables. The CSM develops a deep understanding of customer implementations and business priorities, aligns business value with technical goals, and works across customer teams, Salesforce teams, partners, and ISVs. The CSM may serve as the customer’s point of contact during major incidents and manage expectations and communications through resolution, including during critical peak events. The role focuses on guiding public-sector organizations through migrations from legacy marketing automation platforms—including Granicus GovDelivery, Eloqua, Marketo, HubSpot, Pardot, and Salesforce Marketing Cloud Engagement—to Marketing Cloud Next and Salesforce Data Cloud. The CSM leads discovery and migration planning, addresses technical and business concerns, and helps align solutions with customer projects and goals. Responsibilities include platform and adoption reviews, solution and migration guidance, stakeholder engagement, risk management, and coordination with technical resources. This is an office-flexible role with an expectation of working in the office at least three days per week. Legal authorization to work in the United States is required; visa sponsorship is not available for this position. The typical annual base salary range is $123,100–$186,300, with a different range of $147,400–$202,600 for California, New York, and select metropolitan locations in Boston, Chicago, Seattle, and Washington, DC. Base salary excludes applicable bonuses, sales incentives, equity, and benefits.

Requirements

At least 5 years of relevant industry expertise in Customer Success, SaaS platform use, or related fields.
At least 3 years of experience supporting customers using Marketing Cloud Next or relevant legacy marketing platforms.
Strong functional knowledge of the Marketing Cloud Next platform, including Email Studio, Journey Builder, Automation Studio, Content Builder, Mobile Studio, Advertising Studio, and Contact Builder.
Solid understanding of Salesforce Data Cloud architecture, including data streams, unified profiles, identity resolution, segmentation, and activation to Marketing Cloud Next.
Deep understanding of the Marketing Cloud Next subscriber data model, including data extensions, sendable and non-sendable objects, contact counts, and suppression lists.
Expertise designing consent migration strategies compliant with GDPR, CAN-SPAM, CASL, and POPI.
Working knowledge of at least one major legacy marketing platform, such as GovDelivery, Eloqua, Marketo, HubSpot, Pardot, or legacy Marketing Cloud Engagement.
Ability to assess legacy marketing automation libraries and map journey logic, drip campaigns, and triggered send rules to Flow-native design patterns.
Understanding of email deliverability, including IP warm-up, SPF/DKIM/DMARC, sender reputation, and inbox placement.
Understanding of Marketing Cloud Connect, CRM synchronization, REST/SOAP Marketing Cloud APIs, API-triggered sends, and event-driven messaging.
Ability to define functional data migration scope, transformation rules, validation criteria, and cutover sequence, partnering with technical architects on ETL execution.
Working knowledge of Salesforce CRM, Sales Cloud and Service Cloud data models, Flows, permission sets, and the broader Salesforce ecosystem.
Expertise creating functional design and migration documentation, including solution blueprints, process maps, data mapping specifications, and UAT scripts.
Proven ability to lead complex discovery workshops and design sessions with senior client stakeholders.
Proficiency in Agile delivery practices, including user story writing, backlog management, sprint planning, and sprint review facilitation.
Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
Industry-relevant expertise and understanding of the broad impact of the industry on customer businesses.
Excellent communication skills, including the ability to explain technical issues to diverse audiences and translate technical concepts into business terms.
Ability to learn new technologies quickly, seek relevant learning activities and experienced mentors, and approach obstacles as growth opportunities.
Legal authorization to work in the United States; company visa sponsorship is not available for this position.

Nice To Haves

Salesforce Marketing Cloud Email Specialist certification.
Salesforce Marketing Cloud Consultant certification.
Salesforce Marketing Cloud Administrator certification.
Experience or knowledge across marketing automation, personalization, advertising, and digital marketing processes, challenges, and trends.
Proficiency in using AI agents for routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.
Ability to use natural-language prompts to guide AI agents in retrieving customer data and drafting success plans.
Active pursuit of Agentblazer training and certifications related to autonomous agent capabilities.

Responsibilities

Serve as the single point of customer accountability for delivery of Signature deliverables, overall customer experience, renewal, and expansion.
Coordinate customer-entitled deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to customer needs and ensure value is delivered through the Signature offer.
Align business and technical stakeholders around customer business value, technical goals, and the Signature offer.
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.
Track customer usage metrics, including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Develop and maintain strong relationships with key stakeholders, including customer IT and business executives.
Act as a trusted advisor by understanding customer business models, building trust through shared goals, and applying proven solutions to customer challenges.
Solidify partnership commitments, drive innovation aligned with customer challenges, increase engagement with products and services, and identify political barriers to customer success.
Partner with experienced team members to resolve complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage and recommend adoption of relevant tools and features while supporting platform stability and performance.
Identify underutilization of contracted entitlements and align platform features with customer priorities to increase throughput.
Guide customer migrations from legacy marketing automation platforms to Marketing Cloud Next and Salesforce Data Cloud.
Lead discovery workshops and design sessions, manage scope discussions, capture requirements, and build consensus on migration approaches.
Define functional migration strategy, including data scope, business transformation rules, validation criteria, consent migration, and business cutover sequence, partnering with technical architects on execution.
Produce solution blueprints, functional design documents, process maps, data mapping specifications, migration approach papers, and UAT test scripts.
Use product knowledge to address technical concerns, ask diagnostic questions, and align platform features with customer priorities and roadmaps.
Proactively monitor customer health, conduct quarterly reviews, identify trends, and provide tailored release recommendations.
Serve as the primary interface for major incidents, manage customer expectations and communications through resolution, and help protect peak revenue.
Coordinate customer relationships and success opportunities with Sales, Engineering, Product Management, partners, ISVs, and other collaborators.
Plan client engagements, communicate proactively with collaborators, keep customer goals central to decisions, and escalate complex technical questions to appropriate resources.
Use AI agents and AI-driven sentiment and intent analysis to support routine tasks, customer health monitoring, and timely human intervention.
Seek Agentblazer training and certifications to stay current on autonomous agent capabilities.