Success Manager - Director

Salesforce, Inc.; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Salesforce is seeking a Director-level Customer Success Manager to drive strategic value for our most complex enterprise accounts, aligning platform capabilities with long-term business outcomes and measurable ROI.

In this high-visibility role, you’ll lead cross-functional teams, guide executive-level engagements, govern AI integrations, and mitigate risks while delivering renewals and expansions across multi-year relationships.

Qualifications

• 10+ years in Customer Success or strategic leadership.
• Proven ability to influence at C-level and drive business outcomes.
• Deep understanding of AI, CRM and data-driven engagement strategies.

Responsibilities

• Executive management & ROI-driven engagement for signature accounts.
• Architect strategic success roadmaps aligning Salesforce evolution with client goals.
• Lead cross-functional teams across Sales, Product and Engineering.
• Govern AI integrations and establish ethical guardrails for enterprise AI.
• Identify and mitigate long-term risk using predictive insights.
• Provide crisis governance and executive communications during incidents.
• Mentor account teams to navigate high-stakes enterprise environments.

Skills

Customer success

Strategic leadership

SaaS platforms

Executive communication

Tools

AI fluency

CRM platforms

Data platforms

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. 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 organisational 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.

• 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).

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And 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. We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.