Customer Success Manager, Marketing Cloud Next (Public Sector)

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. The Experience 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 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. We are looking for candidates who have experience supporting customers in one or more of the following industries: Federal Civilian (FedCiv) – Work with non-defense federal agencies (such as Health & Human Services, Commerce, and Transportation) to drive digital transformation initiatives that improve citizen services, requiring knowledge of federal procurement processes and the ability to obtain a Public Trust clearance. What You'll Actually Be Doing Customer Accountability and Value Alignment Serve as the single point of customer accountability for all Signature deliverables, the overall customer experience, and renewal and expansion, overseeing the experience throughout the Signature lifecycle. Align with and manage Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer. Share best practices for process optimization, data quality, and customer experience through enablement sessions. Strategic Advisory and Stakeholder Management Develop strong relationships at key stakeholder levels, including executive-level relationships within customer IT and business leadership, acting as a trusted advisor by understanding the customer’s business model and applying proven solutions to their problems. Conduct quarterly reviews of feature usage to drive adoption of tools like Journey Builder, identify underutilization of contracted entitlements (e.g., messaging volume tiers), and align platform features with customer priorities. Technical Health, Adoption, and Risk Management Use AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring, and use AI-driven sentiment and intent analysis to flag early customer concerns for human intervention. Proactively monitor, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement. Serve as the primary interface for major incidents (e.g., email deliverability drops) to protect peak revenue, and escalate complex automation, data model, routing, or integration questions to technical resources. You're Our Person If... 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, with excellent communication skills to translate technical concepts into business terms. 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). Able to architect solutions end-to-end and lead discovery without referring to technical resources for platform capability questions. 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