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About the Role

Salesforce is seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts. This role drives a holistic success strategy, aligning Salesforce’s platform capabilities with the customer’s long-term business objectives, quantifying business impact, and fostering deep relationships across the customer’s leadership team.

Responsibilities

Serve as the point of accountability for Signature Success delivery.
Build executive partnerships and create strategic success roadmaps.
Quantify ROI to drive renewals and expansion.
Lead high-stakes, cross-functional initiatives across matrixed teams.
Use usage telemetry and predictive analytics to address attrition risk.
Provide executive leadership during major incidents.
Set strategic guardrails for the adoption of AI agents and digital coworkers.
Mentor account teams on high-stakes enterprise environments and AI-augmented workflows.
Give executives proactive guidance on Salesforce's innovation cycle.
Guide customers through case and incident management as subject matter experts.
Coordinate customer communications and executive engagement during major incidents.

Requirements

7+ years in Customer Success, strategic leadership, SaaS, or strategic consulting.
Experience with Enterprise-level customers.
Experience leading cross-functional teams to resolve customer needs.
Exceptional communication and presentation skills.
Proven ability to influence at all levels, including executive and C-level.
Ability to translate technical concepts into business terms and customer needs into technical features.
6+ years supporting complex, enterprise-scale Sales Cloud deployments.
Expert knowledge of sales transformation and revenue operations.
Deep understanding of global architecture (multi-currency, multi-language, complex hierarchies).
Knowledge of advanced Sales Cloud capabilities and the wider ecosystem.
Ability to guide revenue operations strategy.
Multiple Sales Cloud certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator.
6+ years supporting complex, enterprise-scale Service Cloud deployments.
Expert knowledge of service transformation and contact center modernization.
Deep understanding of global contact center architecture.
Knowledge of advanced Service Cloud capabilities and the wider ecosystem.
Ability to guide customer experience strategy.
Multiple Service Cloud certifications, including Service Cloud, Field Service, and Advanced Administrator.
Experience supporting customers in Technology Media Telecommunication (TMT) industry.
Direct experience with Media Cloud strongly preferred.
Experience supporting customers in Health & Life Sciences (HLS) industry.
Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred.

Skills

AI CRM
Customer Success
Strategic Value Partnering
Account Management
Holistic Success Strategy
Platform Capabilities Alignment
Business Objectives Alignment
ROI Quantification
Executive Relationship Building
Risk Mitigation
Platform Stability
Sustained Growth
Cross-functional Team Orchestration
Organizational Multiplier
Case Management
Incident Management
Subject Matter Expertise
Customer Communication
Executive Engagement
Stakeholder Collaboration
Sales Cloud
Service Cloud
Revenue Operations
Global Architecture
CPQ
Marketing Cloud
Data Cloud
Tableau
Field Service
Experience Cloud
Slack
Einstein Analytics
AI-augmented workflows
Thought Leadership
AI-powered selling
Agentforce capabilities

Location

California
New York
Boston
Chicago
Seattle
Washington DC

Work Type

Full-time

Experience Level

Director
7+ years
6+ years

Education Level

Sales Cloud certifications
Revenue Cloud certifications
Advanced Administrator certifications
Service Cloud certifications
Field Service certifications

Salary/Compensations

$171,200 - $273,000 annually
$205,800 - $298,400 per year

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life insurance
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.
Salesforce believes in equality for all.
Salesforce believes we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
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.