Director of Customer Success Manager (Retail)

• Salesforce is seeking a Customer Success Manager, Director (CSM) to service as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts
• In this high-visibility role, you will move beyond tactical account management to drive a holistic success strategy that aligns Salesforce’s platform capabilities with the customer’s long-term business objectives
• You will be responsible for quantifying the business impact of their investment, transforming technical milestones into measurable ROI and executive-level success stories
• By fostering deep-seated relationships across the customer’s leadership team, you will identify and proactively mitigate strategic risks, ensuring platform stability and sustained growth
• As a senior leader, you will orchestrate cross-functional teams in a matrixed environment, acting as an organizational multiplier who elevates the standard of excellence for our most strategic enterprise accounts
• CSMs coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs
• Customer Success Managers guide customers through case and incident management as subject matter experts on their business context and impact
• Executive Management & ROI-Driven Engagement: serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive-level partnerships and quantifying the tangible ROI of the Salesforce investment
• Business Value Integration: Architect strategic success roadmaps that align Salesforce’s platform evolution with the customer’s long-term corporate objectives, ensuring technical milestones translate into holistic business outcomes
• Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges
• AI Governance & Guardrails: Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption
• Risk Management & Predictive Insight: Utilize deep usage telemetry and predictive analytics to identify and neutralize long-term (12-24 months) attrition risk and operational bottlenecks before they impact the business
• Complex Incident Governance: Provide executive leadership and crisis governance during major incident, managing high-pressure communications and human-agent interventions to protect the customer’s mission-critical operations
• Mentorship & Organizational Development: Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflows
• Strategic Business Insight: Deliver proactive, executive-level guidance on Salesforce’s innovation cycle, ensuring customers are positioned to capitalize on new features while maintaining a stable and scalable technical environment

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Experience working with Enterprise-level customers
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
• Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields
• 6+ years expertise supporting complex, enterprise-scale Service Cloud deployments
• Expert knowledge of service transformation and contact center modernization
• Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator
• Deep understanding of Service Cloud architecture for global contact centers (multi-site, 24/7 operations, complex routing)
• Knowledge of advanced capabilities: Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming
• Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service)
• Ability to guide customer experience strategy and service transformation discussions
• Thought leadership experience (Dreamforce, Sales/Service transformation topics)
• Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni-channel at scale, complex telephony) transformations
• Participation in Sales/Service Cloud beta programs or customer advisory boards
• Deep understanding of AI-powered selling and Agentforce capabilities