Customer Success Manager, Marketing Cloud Next (Public Sector)
Salesforce · District of Columbia, Washington, United States
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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