Senior Customer Success Manager · Salesforce Data & Marketing
Kathleen Voboril
Stratactical™ Growth Catalyst
I spent 16 years as a tech buyer, implementer, and builder on the client side. Now I use that experience to become the trusted advisor I needed most when I was sitting in that chair.
About
Stratactical™ — /strəˈtak·ti·kəl/ — A blend of strategy and tactics; the ability to envision the big picture and tenaciously make it a reality. When someone first called me this, it wasn't a compliment. I've since taken it as my mantle.
I spent 16 years client-side. Managing the budgets, evaluating the vendors, sitting through the bad implementations, and inheriting the tech debt. I know what it feels like to be oversold, under-supported, and left to figure it out alone. I bring that to every Salesforce customer engagement.
I'm a Senior Customer Success Manager covering a portfolio of global Retail and Consumer Goods brands on Salesforce Marketing Cloud, Data 360, and Agentforce. I help my clients succeed not just by using the technology better, but by elevating the people and processes behind it.
I also build with AI every day — Claude Code, Slackbot, Gemini, and ChatGPT are live in my workflow. Value models, scenario planners, CoE frameworks, and release readiness tools that used to take weeks get built in sessions. This site is itself a product of that practice.
Portland, OR · Native Oregonian (via Chicago, NYC, Austin, and Atlanta)
Data 360
Marketing Cloud
Agentforce
Commerce Cloud
Claude Code · Slackbot AI
Gemini · ChatGPT
Retail & Consumer Goods
CPG
Financial Services
Manufacturing
Healthcare / Med Devices
Transportation
Tech Startup (AI)
A Career on Both Sides of the Table
Client-side builder for 16 years. Trusted advisor at Salesforce now. That sequence is a feature, not a bug.
Builder & Leader of Digital Marketing & eCommerce Teams
Spent 16 years client-side across B2C and B2B — building organizations from scratch, owning P&Ls, managing end-to-end MarTech stacks, and driving adoption in organizations where change was hard.
CPG
Financial Services
Medical Devices
Manufacturing
Transportation
Tech Startup (AI)
- Orchestrated $20M+ MarTech and eCommerce stacks
- Built $30M eCommerce business from scratch inside a 75-year-old company in <4 years
- Saved $2.5M+ in annual opex through technology, upskilling, and cross-training
- Drove cross-functional adoption of new platforms across non-technical teams in change-resistant organizations
Senior CSM — Retail & Consumer Goods (AMER)
Covering a portfolio of global enterprise brands on Marketing Cloud, Data 360, and Agentforce. The client-side experience isn't background color — it's the operating system.
Retail
Consumer Goods
- Signature Success account management and engagement orchestration across global enterprise portfolios
- Use case scoping, activation acceleration, and value realization frameworks
- CoE framework development and Jobs to Be Done methodology
- Value models, scenario planners, and release readiness tools — built with AI
- Peer enablement: frameworks shared org-wide as reusable CSM assets
My mission: help clients succeed not just by using technology better — but by elevating the people and processes behind it.
Salesforce Certifications
Certified across the full Data & Marketing Cloud stack, plus Agentforce.
Data 360 Consultant
Marketing Cloud Consultant
Marketing Cloud Administrator
Marketing Cloud Email Specialist
Salesforce Administrator
Impact
There's a lot. Organized by category — expand the ones that matter to you.
30% Revenue Per Message Growth
Helped a global retail client drive a 30% improvement in Revenue Per Message by implementing AI-powered features in Marketing Cloud. The annualized incremental revenue this delivered more than paid for their Signature Success investment.
$9.5M in Identified Growth Opportunities
Scoped $9.5M in incremental revenue opportunities for a client by identifying underutilized use cases within their existing tech stack — no new investment required.
$30M eCommerce Build
Built a $30M eCommerce operation from zero inside a 75-year-old company in under 4 years — tech stack, team, P&L, and go-to-market playbook.
Skeptic → Champion
Moved an enterprise client from "this service is too expensive" to "we need it for the entirety of our Salesforce investment" — in six months.
First Data 360 Use Case: Outperformed the Whole Funnel
Stood up a client's first Data 360 journey — Abandon PLP/Search — that outperformed Browse on CTR and conversion, and matched Cart on incremental revenue despite being the highest-funnel use case. The audience targeting was that much better. They've since moved all audience builds to Data 360.
Agentforce at Scale
Partnered on a global consumer brand's Agentforce launch — 2,000+ conversations per day from day one across 14 global sites.
Multi-Brand Data 360 Activation
5.1M unified profiles, 131 segments, and 22 active journeys built across a major CPG brand's first Data 360 deployment.
Double Migration, Holiday Deadline, Zero Margin for Error
Shepherded a simultaneous Loyalty Management + Data 360 migration to completion before a global retail client's holiday peak — a compressed timeline that most teams would have pushed to Q1.
67% → 100% Security Score
Drove a global enterprise Salesforce org to 100% security health — 42 critical, high, and medium findings fully remediated. My client now presents this at their board.
31% Faster Case Resolution
Reduced my client's average case resolution from 11.9 to 8.2 days through proactive governance and platform optimization under Signature Success.
500 Monitors. Zero Holiday Incidents.
Guided a global CPG client through a full "tune and prune" of their Proactive Monitoring portfolio ahead of holiday peak — optimizing 500+ monitors across 65 brands. The result: a completely smooth holiday season across billions of sends globally.
EA-Level Architectural Root Cause Analysis
Diagnosed a fundamental identity architecture issue causing cascading failures across a client's full tech stack. Brought in Enterprise Architects and ISV partners to map root causes and recommend a full remediation path.
Data 360 CoE Framework & JTBD Matrix
I built a comprehensive CoE framework and Jobs to Be Done Matrix usable by organizations from SMBs to global enterprises — to design org charters, assess team gaps, and craft job descriptions. Now the white-label standard for the full CSM org.
Marketing Cloud Evolution Readiness Framework
I built a feature-by-feature assessment tool helping clients understand where Marketing Cloud's next generation offers feature parity, where it's fundamentally better, and how to maximize their existing Salesforce footprint across all Marketing use cases.
Revenue Per Message Optimizer
A model that helps clients optimize their messaging mix — shifting volume from batch & blast to higher-performing automated journeys. Quantifies the business impact of that shift in terms brand and creative teams can bring to leadership.
Annual Technical Health Review Scorecard
A 2-page executive scorecard rating key Marketing Cloud KPIs from the Annual Technical Health Review — clarifying the most urgent issues and benchmarking clients against peers. Incorporated into Salesforce's productized ATHR deliverable.
What People Say
"Off-the-charts bias for action. Kathleen navigates the matrix and finds a way to get things done!"
— Past Manager
"Within weeks, she understood nuances of our business that longstanding employees don't get."
— Consulting Client
"Her impact was felt immediately, and continues to be felt. She leads her team with humility and respect."
— Former Peer
"She coaches and grows her people, always advocating for them. Her management style is one of earned autonomy."
— Former Direct Report
"Kathleen is brave. I've watched her respectfully push back on a client because she cared so much and knew they were heading down the wrong path. That's not common. That's a trusted advisor."
— Enterprise Sales Leader
"Above all, Kathleen is a storyteller. She backs up her stories with data and evidence — but it's the story that gets clients to take action."
— Salesforce Executive Success Leader
"What sets Kathleen apart is that she never lets a product boundary become a client boundary. She's always three steps ahead thinking about the next use case — and she's already got the right people in the room before you realize you needed them."
— Enterprise Sales Leader
"It's been a game changer having Kathleen. I would hire her if I could — but even without that, she's already such an extension of my team."
— Signature Success Client, VP
"She's one of those rare people who is equal parts strategic and get-it-done. Her superpower is how quickly she pivots from an ivory tower vision conversation to an in-the-weeds troubleshooting session."
— Peer CSM
"She's just relentlessly curious. Sometimes it can be annoying — but like she always says, 'everything is discovery.' I've never seen her miss an opportunity to learn how her customers operate or what they care about."
— Salesforce Product Leader
Guiding Principles
Directly from my V2MOM — how I operate, in my own words.
It's not about green dashboards — it's about business transformation. The litmus test isn't whether clients are consuming credits. It's whether they are gaining ground. "Are they using the tool?" is the wrong question. "Is the tool solving the problem we promised it would?" is the right one.
If a success motion is worth doing, it's worth documenting. When a complex problem gets solved or a winning play gets built, it gets templatized — so the next person doesn't have to reinvent the wheel. Scaling impact means leaving breadcrumbs.
"I only support Feature X on Product Y" is never an acceptable answer to a cross-cloud problem. The right SMEs get pulled into a single room to solve the holistic use case. If the use case is cross-cloud, the support has to be cross-functional.
Trust is earned by being a partner, not a yes-man. Real partnership means having the backbone to tell a client when their requested strategy won't yield the ROI they expect — and doing it early enough that it still matters.
Nothing unifies a cross-functional team faster than a well-scoped use case. Not a slide deck. Not a roadmap. A use case — with a real business problem, a clear data story, and a defined outcome. That's where strategy and technology finally shake hands.
How I Show Up
For those who like the data behind the person.
Strategic, logical, efficient, outgoing, ambitious, independent. Effective organizer of people and long-range planner.
🌮 My Working Style as a Taco Order (According to Slackbot)
A peer challenged our team to use this prompt: "Scan my Slack activity from the past two weeks and build me a taco order based on how I work — soft shell or crunchy, filling, salsa and spice level, toppings, and the one ingredient I'm missing." I ran it. Slackbot responded with a taco order dangerously close to what I actually get at Chipotle.
Soft shell, not flimsy. When complex situations unravel — and in enterprise technology, they always do — Kathleen's instinct is to adapt, not crack. The right questions get asked. The right channels get escalated. And when a process is broken for everyone, her response is to fix it for everyone, not just work around it. A flour tortilla warmed to perfection.
Kathleen's core strength is turning complexity into clarity. She doesn't just manage accounts — she architects outcomes. Every deliverable comes with the full plate: background context, customer-facing language, internal action items, and the strategic "why." Whether it's a CoE framework built from scratch, a renewal playbook powered by AI, or an executive-ready synthesis of months of platform data — the work shows up complete.
Kathleen's default is warm, collaborative, and thorough — looping people in, making sure everyone has context. But when she sees a systemic gap? The heat turns up fast. Broken processes get documented and escalated with specific fixes, not just flagged. Competitive risks get surfaced before leadership asks. And when something needs to get done and no one else is doing it? Kathleen just does it. Medium-hot. Occasionally ghost pepper. Never mean.
Cheese (The Shareable Asset) — Doesn't just solve problems for one account. The immediate instinct is "can this help everyone?" Frameworks, playbooks, and tools get built once and shared broadly across the org.
Pico (The Cross-Functional Connector) — Product managers, architects, engineers, and field leads get pulled in proactively — not reactively. The right people are in the room before the client asks why they weren't.
Sour Cream (The Process Improver) — When a workflow is broken, it gets documented, structured, and fixed — not just flagged.
Guac (The Enthusiastic Energy) — Genuine curiosity is contagious. The team does better work when someone in the room actually loves the problem. Worth the extra charge.
Kathleen builds incredible things — and then sometimes holds them a little close before sharing. The instinct to refine before socializing is real. But her half-baked ideas are better than most people's final products. The missing ingredient is trusting the draft. Share earlier. Get feedback sooner. This taco is already elite — it just needs a little more lime.
Skills & Expertise
Salesforce Products
- Marketing Cloud Engagement
- Data Cloud (Data 360)
- Agentforce
- Marketing Cloud Intelligence
- Personalization
- Commerce Cloud
- Signature Success
AI & Development
- Claude Code (Anthropic API)
- Slackbot AI workflows
- Gemini
- ChatGPT
- Python scripting
- Agentic Workflow Design
- Prompt Engineering
Strategy & Frameworks
- CoE Framework Development
- Jobs to Be Done Methodology
- Value Modeling & Calculators
- Use Case Scoping & Activation
- Executive Stakeholder Mgmt
- P&L Management
- Cross-functional Leadership
MarTech Platforms
- HubSpot · Marketo
- Contently · Sitecore
- SAP/Hybris
- Algolia · Bazaarvoice
- Channel Advisor · Salsify
- Seismic
- Stackline · Profitero
Let's Connect
I'm always interested in conversations about MarTech strategy, AI in the enterprise, and what customer success looks like when it's done right. Reach out on LinkedIn or drop me a note.
Also performing as a mezzo-soprano in Portland. katvoborilvocals.com →