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About the Role
The Director, Customer Success Management leads a team of Customer Success Managers dedicated to our Commerce Cloud customer base. This is a people-leader role, responsible for the performance, growth, and effectiveness of frontline CSMs and the overall health and value realization of the Commerce Cloud portfolio they support. The Director partners closely with Territory, Sales, and Cloud leadership to align success strategy with revenue and retention goals.
Responsibilities
- Manage and coach a team of Customer Success Managers focused on Commerce Cloud accounts, including performance management, career development, and skill building
- Support frontline managers and CSMs in managing and resolving complex customer escalations
- Partner with Territory and Cloud peers and Selling partners to forecast renewals, expansion opportunities, and risk across the team's book of business
- Ensure the team is enabled on the current and future state of the Commerce Cloud offer, including new product capabilities and best practices
- Maintain a clear, current view of trends, risks, and opportunities across the customers and industries the team covers, and communicate these regularly to Territory and OU leaders
- Drive consistent adoption of the Signature Success methodology and entitled deliverables across the team's portfolio
- Own team-level operating cadence: pipeline/forecast reviews, QBRs, escalation triage, and resource allocation
- Collaborate cross-functionally with Sales, Product, Support, and Professional Services to remove blockers to customer value realization
Requirements
- 8+ years of experience in customer success, account management, or a related customer-facing role, with direct experience on the Commerce Cloud platform (or equivalent B2C/B2B commerce platform experience)
- 3+ years of people management experience, ideally managing customer-facing teams
- Proven track record managing escalations and driving resolution across a portfolio of enterprise accounts
- Strong forecasting and business-planning skills, with experience partnering with sales leadership
- Excellent executive communication skills, with experience reporting to senior/OU leadership
Skills
- Commerce Cloud platform
- B2C/B2B commerce platform experience
- Salesforce Commerce Cloud (B2C Commerce) certification(s)
- Retail
- Commerce
- Digital experience
Location
- Remote
Work Type
- Full-time
Experience Level
- Director
Education Level
- Salesforce Commerce Cloud (B2C Commerce) certification(s)
Salary/Compensations
- $171,200 - $273,000 annually
Benefits
- Time off programs
- Medical
- Dental
- Vision
- Mental health support
- Paid parental leave
- Life and disability insurance
- 401(k)
- Employee stock purchasing program
About the Company
- Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
- Salesforce is leading workforce transformation in the agentic era.
- Agentforce is the future of AI.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- At Salesforce, we believe in equality for all.
- We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
- Know your rights: workplace discrimination is illegal.
- Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
- This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
- It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
- Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
- The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.