Customer Success Manager, Marketing Cloud Next (Public Sector)

Salesforce•Washington, DC

1d•$123,100 - $202,600•Hybrid

About The Position

The Customer Success Manager (CSM) for Marketing Cloud Next is an individual contributor and trusted advisor to high-value customers purchasing the Signature Success Plan. The CSM helps customers achieve value from Salesforce by understanding their business needs, building relationships with customer and account teams, developing technical knowledge of their Salesforce implementations, and recommending platform optimization, adoption of proactive services, and best practices. The role may serve as the customer’s primary contact during major incidents, managing expectations and communications through resolution, and works with internal and external collaborators, including partners and ISVs. The role specializes in guiding organizations through 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. The CSM identifies technical and business concerns and aligns solutions with customer priorities, projects, and goals. The position supports Federal Civilian customers, such as non-defense federal agencies, and requires U.S. citizenship and agreement to complete a federal Minimum Background Investigation for a Moderate Public Trust position. The role calls for strong functional knowledge of Marketing Cloud Next and Data Cloud, marketing automation and migration practices, subscriber data and consent architecture, email deliverability, integrations, functional design documentation, workshop facilitation, and Agile delivery. It also includes monitoring customer health, adoption, platform stability and performance, supporting quarterly reviews and release recommendations, and coordinating with Sales, Engineering, Product Management, and technical resources. The role is office-flexible, with an expectation of working in the office at least three days per week.

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 knowledge of a legacy marketing platform.
Strong consulting skills, with 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.
Strong functional knowledge of the full Marketing Cloud Next platform and ability to architect end-to-end solutions and lead discovery on platform capabilities.
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 and expertise designing consent migration strategies compliant with GDPR, CAN-SPAM, CASL, and POPI.
Working knowledge of at least one major legacy marketing platform, sufficient to lead discovery, assess migration complexity, and map legacy features to Marketing Cloud Next equivalents.
Ability to inventory, assess, and prioritize complex legacy marketing automation libraries and map journey logic, drip campaigns, and triggered sends 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 sufficient to define functional integration specifications and validate implementation approaches.
Ability to define functional data migration scope, transformation rules, validation criteria, and business cutover sequence in partnership with technical architects.
Working knowledge of Salesforce CRM, Sales and Service Cloud data models, Flows, and permission sets.
Expertise producing executive-quality solution and migration documentation, process maps, data mapping specifications, and UAT test scripts.
Proven ability to lead large, 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 understanding of marketing automation, personalization, advertising, digital marketing processes, challenges, and trends.
Knowledge of Salesforce Marketing Cloud features and applications and ability to explain their value and the benefits of Signature Success for Marketing Cloud.
Knowledge of the Salesforce product suite, platform, and ecosystem, including product capabilities, best uses, and deployment.
Must be a U.S. citizen (U.S. born or naturalized) and agree to complete a U.S. federal Minimum Background Investigation for a Moderate Public Trust position.
Must be able to work in the office a minimum of three days per week.

Nice To Haves

Salesforce Marketing Cloud Email Specialist certification.
Salesforce Marketing Cloud Consultant certification.
Salesforce Marketing Cloud Administrator certification.
Experience supporting customers in Federal Civilian (FedCiv), including non-defense federal agencies.

Responsibilities

Serve as the single point of customer accountability for Signature deliverables, the overall customer experience, and renewal and expansion.
Coordinate customer deliverables and oversee the customer experience throughout the Signature lifecycle.
Apply appropriate processes to address customer needs and deliver value through the Signature offer.
Align and manage business and technical stakeholders, connecting business value and technical goals to the Signature offer.
Prioritize work, organize tasks, create basic plans, and take responsibility for assigned work; use internal resources and seek manager or mentor 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.
Track usage metrics, including opportunity updates, activity logging, forecast submissions, report usage, case resolution times, knowledge article usage, channel adoption, and CSAT scores.
Build and maintain stakeholder relationships, including executive-level relationships within customer IT and business leadership.
Act as a trusted advisor by understanding customer business models, establishing mutual goals, and applying proven solutions.
Strengthen partnership commitments and drive innovation aligned with customer business challenges.
Increase customer engagement with products and services and identify political barriers to customer success.
Partner with experienced team members to address complex problems and develop strategic success plans when needed.
Conduct quarterly reviews of feature usage to drive adoption and support platform stability and performance.
Identify underutilized 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 Data Cloud; lead discovery, assess migration complexity, and align migration approaches with customer goals.
Design or guide functional solutions across Marketing Cloud Next, Data Cloud, subscriber data and consent, journeys and campaigns, integrations, and Salesforce CRM.
Produce solution blueprints, functional design documents, process maps, data-mapping specifications, migration approach papers, and UAT test scripts.
Lead complex discovery workshops and design sessions with senior customer stakeholders, manage scope discussions, capture requirements, and build consensus.
Apply Agile delivery practices, including user story writing, backlog management, sprint planning, and sprint review facilitation.
Use AI agents to automate routine work such as meeting summaries, QBR data collection, and initial health monitoring; use prompt techniques to retrieve customer data and draft success plans.
Monitor AI-driven sentiment and intent analysis to identify customer concerns for human intervention, and pursue Agentblazer training and certifications.
Monitor customer health and platform usage, conduct quarterly reviews, identify trends, and provide tailored release recommendations.
Serve as the primary interface during major incidents, managing customer expectations and communications through resolution.
Coordinate with Sales, Engineering, Product Management, partners, ISVs, and technical resources to support customer success and revenue opportunities.
Communicate proactively with collaborators, keep customer goals central to decisions, and escalate complex automation, data model, routing, or integration questions to technical resources.