# Customer Success Manager

**Company**: Salesforce
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/District-of-Columbia---Washington/Customer-Success-Manager--Marketing-Cloud-Next--Public-Sector-_JR362625?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_4416d42f-e27

## Description

We are seeking a highly skilled Customer Success Manager (CSM) to join our team. As a CSM, you will serve as the single point of customer accountability, responsible for delivering exceptional customer experiences and driving business value through our Marketing Cloud Next and Salesforce Data Cloud solutions.

**Your Impact** As a CSM, you will have a significant impact on our customers' success, working closely with them to understand their business goals and priorities, and aligning our solutions to meet their needs.

**Responsibilities**

- Serve as the single point of customer accountability, responsible for delivering all Signature deliverables, and ensuring exceptional customer experiences

- Coordinate all deliverables, overseeing the experience throughout the Signature lifecycle

- Apply processes to address customer needs, ensuring value is delivered through the Signature offer

- Develop and maintain strong relationships with key stakeholders, including executive-level relationships

- Track usage metrics, and conduct quarterly reviews to drive adoption and platform stability

- Identify underutilization of contracted entitlements, and align platform features with customer priorities

**Strategic Advisory and Stakeholder Management**

- Act as a trusted advisor, gaining trust through mutual goals, and applying proven solutions to customer 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

**Core Technical Skills Required**

- Strong functional knowledge of Marketing Cloud Next platform

- Solid understanding of Data Cloud architecture, and ability to own functional integration design

- Deep understanding of MCN subscriber data model, and proven expertise designing consent migration strategies

- Working knowledge of at least one major legacy marketing platform (Eloqua, Marketo, HubSpot, Pardot, legacy Marketing Cloud Engagement)

- Proven ability to inventory, assess, and prioritize complex legacy marketing automation libraries

**Technical Health, Adoption, and Risk Management**

- Proficiency in using AI agents to automate routine tasks

- Ability to use natural-language commands to guide AI agents

- Use AI-driven sentiment and intent analysis to flag early customer concerns

**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

- Excellent communication skills, and ability to articulate technical issues to diverse audiences

**Preferred Certifications**

- Salesforce Marketing Cloud Email Specialist

- Salesforce Marketing Cloud Consultant

- Salesforce Marketing Cloud Administrator

## Skills

### Required
- Marketing Cloud Next
- Salesforce Data Cloud
- Eloqua
- Marketo
- HubSpot
- Pardot
- Salesforce Marketing Cloud Engagement
- Customer Success
- SaaS platform use
- Consulting
- Communication
- Technical skills

### Nice to have
- Salesforce Marketing Cloud Email Specialist
- Salesforce Marketing Cloud Consultant
- Salesforce Marketing Cloud Administrator

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/District-of-Columbia---Washington/Customer-Success-Manager--Marketing-Cloud-Next--Public-Sector-_JR362625?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)