Customer Success Manager, Director - Core (Sales & Service) Clouds

Salesforce; Illinois; On-site; USD 180,000 - 260,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Director to partner with executive leadership on strategic value delivery for our most complex enterprise accounts.

You will align Salesforce platform capabilities with long-term business objectives and quantify ROI to drive renewals and expansion. This high-visibility role requires leading cross-functional programs across Sales, Product, and Engineering, mentoring teams, and governing AI adoption to ensure scalable, sustainable growth for

Qualifications

• 7+ years in Customer Success or related leadership roles with Enterprise-level customers.
• Exceptional communication and presentation skills, with ability to influence executives and translate concepts into features.
• 6+ years with Sales Cloud deployments and knowledge of Revenue Cloud ecosystem.
• 6+ years with Service Cloud deployments and related domain expertise.

Responsibilities

• Executive & ROI Engagement: Build executive partnerships, create strategic success roadmaps, and quantify ROI for renewals and expansion.
• Complex Program Management: Lead cross-functional initiatives across matrixed teams to solve enterprise challenges.
• Risk, Incident & AI Governance: Use telemetry and analytics to address AI adoption risks and guide incident responses.
• Mentorship & Strategic Guidance: Mentor account teams on enterprise environments and AI-augmented workflows.

Skills

Executive communication

Stakeholder management

Sales Cloud / Revenue Cloud knowledge

Enterprise SaaS / CS leadership

Job description

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.

The Experience

Salesforce is seeking a Customer Success Manager, Director 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-seated 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.

Industries

• Technology Media Telecommunication (TMT) - Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).
• Health & Life Sciences (HLS) - Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).

This is an Individual Contributor position.

What You'll Actually Be Doing

• Executive & ROI Engagement: Serve as the point of accountability for Signature Success delivery. Build executive partnerships, create strategic success roadmaps that align Salesforce's platform with customer objectives, and quantify ROI to drive renewals and expansion.
• Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed teams (Sales, Product, Engineering) to solve the most complex enterprise challenges.
• Risk, Incident & AI Governance: Use usage telemetry and predictive analytics to address 12-24 month attrition risk. Provide executive leadership during major incidents. Set strategic guardrails for the adoption of AI agents and digital coworkers.
• Mentorship & Strategic Guidance: Mentor account teams on high-stakes enterprise environments and AI-augmented workflows. Give executives proactive guidance on Salesforce's innovation cycle.

You're Our Person If...

• 7+ years in Customer Success, strategic leadership, SaaS, or strategic consulting, including experience with Enterprise-level customers and leading cross-functional teams to resolve customer needs
• Exceptional communication & presentation skills, with proven ability to influence at all levels, including executive and C-level, and 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 capabilities (Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs) and the wider ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau); ability to guide revenue operations strategy; multiple 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 ce