Success Manager Director

• 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
• Customer Success Managers guide customers through case and incident management as subject matter experts on their business context and impact
• CSMs coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs
• 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

• Experienced business professional, preferably with 10+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
• Experience working with Enterprise-level customers
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes
• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies
• Deep understanding of AI-powered selling and Agentforce capabilities
• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data360 Consultant)
• Participation in Sales/Service Cloud beta programs or customer advisory boards
• 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
• Thought leadership experience (Dreamforce, Sales/Service transformation topics)