Success Manager - Director

Leadout Capital; Greater London; On-site; GBP 150,000 - 190,000; Full time

Job summary

Salesforce is seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for its most complex, high-impact accounts. You will move beyond tactical management to drive a holistic success strategy that aligns Salesforce's platform with the customer’s long-term objectives.

In this senior leadership role, you will quantify ROI, orchestrate cross-functional teams, govern AI adoption, mitigate risks, and ensure renewals and growth across enterprise engagements.

Qualifications

• 10+ years of experience in Customer Success, strategic leadership, SaaS, or related consulting fields.
• Exceptional communication and presentation skills with demonstrated ability to influence at all levels of the organization.
• 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.
• Skills for translating technical concepts into business terms and mapping business requirements into technical features.
• Experience working with Enterprise-level customers.
• Experience leading cross-functional teams to facilitate resolution of customer needs or projects.

Responsibilities

• Drive executive-level partnerships and quantify ROI for Signature Success delivery.
• Architect strategic success roadmaps aligning Salesforce platform with the customer’s long-term objectives.
• Lead high-stakes, cross-functional programs across matrixed teams to deliver complex enterprise solutions.
• Govern AI adoption by establishing guardrails and ethical alignment for enterprise-scale deployments.
• Use usage telemetry and predictive analytics to identify and mitigate long-term risk and bottlenecks.
• Provide crisis governance and executive leadership during major incidents to protect operations.
• Mentor internal teams and coach talent for navigating enterprise environments and AI-enabled workflows.
• Deliver proactive, executive guidance on Salesforce’s innovation cycle to keep customer environments stable and scalable.

Skills

Executive communication

C-level engagement

AI & CRM fluency

Enterprise accounts

Cross-functional leadership

Business impact analysis

Job description

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‑seeded 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.

This is an Individual Contributor position.

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 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.

Minimum Requirements

• Experienced business professional, preferably with 10+ 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
• 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.
• 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.

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.
• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data360 Consultant).