[Hiring] Customer Success Manager, Director @Salesforce

Role Description

Salesforce is seeking a Customer Success Manager, Director (CSM) to serve 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.

• Quantify the business impact of their investment, transforming technical milestones into measurable ROI and executive-level success stories.
• Foster deep-seated relationships across the customer’s leadership team to identify and proactively mitigate strategic risks, ensuring platform stability and sustained growth.
• 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.
• Guide customers through case and incident management as subject matter experts on their business context and impact.
• Coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs.

Your 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 incidents, 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.

Qualifications

• Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Experience working with Enterprise-level customers.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Requirements

• 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments.
• 6+ years expertise supporting complex, enterprise-scale Sales Cloud deployments.
• Expert knowledge of sales transformation and revenue operations excellence.
• Deep understanding of Sales Cloud architecture for global enterprises (multi-currency, multi-language, complex hierarchies).
• Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs.
• Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics).
• Ability to guide revenue operations strategy and sales transformation discussions.
• Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator.
• 6+ years expertise supporting complex, enterprise-scale Service Cloud deployments.
• Expert knowledge of service transformation and contact center modernization.
• 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.
• Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator.

Preferred Requirements

• 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.

Benefits

• Time off programs.
• Medical, dental, vision, mental health support.
• Paid parental leave.
• Life and disability insurance.
• 401(k).
• Employee stock purchasing program.