Customer Success Director

Salesforce; Chicago (IL); Hybrid; USD 185,000 - 269,000; Full time

Job summary

An established industry player is seeking a Customer Success Director to enhance client relationships and deliver exceptional service. This role focuses on maximizing customer value through technical and operational excellence, ensuring proactive support and successful outcomes. With a strong emphasis on collaboration and communication, you will guide clients through Salesforce's features and capabilities, advocating for their needs during critical situations. If you have a passion for customer success and a proven track record in leadership within a tech environment, this opportunity is perfect for you.

Qualifications

• 8+ years in Customer Success, Salesforce CRM, or SaaS.
• Exceptional communication skills, especially at the executive level.
• Experience leading cross-functional teams.

Responsibilities

• Serve as the primary accountable point for Signature deliverables.
• Maintain relationships with IT and business leadership.
• Advocate for customers during high-severity case resolutions.

Skills

Customer Success Management

Salesforce CRM

SaaS

Project Leadership

Solutions Architecture

Exceptional Communication Skills

Technical Translation

Cross-Functional Team Leadership

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Job description

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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

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. We empower you to be a Trailblazer, driving your performance and career growth, charting new paths, and improving the world. If you believe in business as a platform for change and in companies doing well and doing good, you’ve come to the right place.

Role Description

Our Signature Success Plan offers enterprise and rapid support, delivered by our most skilled experts. As a Customer Success Manager (CSM), you will serve as a trusted advisor, forging deep relationships with your customers and account teams. You will focus on improving their technical and operational health, helping them realize maximum value from Salesforce. You will manage major customer incidents, expectations, and communications, ensuring proactive success through platform optimization, especially during peak events. Deep technical knowledge of Salesforce and collaboration across teams are essential.

Your Impact

• Serve as the primary accountable point for Signature deliverables, experience, renewal, and expansion.
• Maintain stakeholder relationships with IT and business leadership within customer organizations.

Help your customers achieve their business goals by:

• Coordinating Signature services.
• Providing Salesforce feature guidance.
• Advising on new Salesforce features and managing risks.
• Communicating the value of Signature Success.
• Advocating for customers during high-severity case resolutions.
• Occasional travel and after-hours availability may be required.

Minimum Requirements

• At least 8 years of experience in Customer Success, Salesforce CRM, SaaS, project leadership, or solutions architecture.
• Experience with Salesforce Sales Cloud and/or Service Cloud or similar platforms.
• 4+ years in management consulting services.
• Exceptional communication skills, including at the executive level.
• Ability to translate technical concepts into business terms.
• Knowledge of software development and design methodologies.
• Experience leading cross-functional teams.

Preferred Requirements

• Salesforce certifications (e.g., Administrator, Consultant).
• Knowledge of Salesforce products, features, and deployment.
• Experience with enterprise-level customers.

Note: This role is office-flexible, expecting in-office presence 3 days/week.

Additional Information

If you need accommodations during the application process, please submit a request via the Accommodations Request Form.

Salesforce is an equal opportunity employer committed to diversity and inclusion. We evaluate candidates based on merit, qualifications, and experience, without discrimination.

Salary range for Washington and Illinois-based roles: $185,500 - $268,900. Compensation depends on location, experience, and skills. Benefits details can be found at salesforcebenefits.com.