Customer Success Manager, Director - Retail

100 Salesforce, Inc.; San Francisco (CA); Hybrid; USD 206,000 - 298,000; Full time

Benefits offered by this job

Time off programs

Medical

Dental

Vision

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce seeks a Director-level Customer Success Manager to serve as a strategic value partner for the most complex accounts. You will drive holistic success, quantify ROI, and align platform capabilities with long-term business outcomes.

In this high-visibility role, lead cross-functional teams across Sales, Product, and Engineering, ensure renewal and expansion, and mentor account teams in navigating enterprise environments and AI-augmented workflows.

Qualifications

• 7+ years in Customer Success, strategic leadership or related consulting fields.
• Excellent communication and ability to influence at executive levels.
• Experience with enterprise-level customers and cross-functional teams.
• Cloud/Platform experience: 7+ years in Sales/Service Cloud deployments.
• Knowledge of Sales Cloud ecosystem: Revenue Cloud, CPQ, Marketing Cloud, Data Cloud, Tableau.

Responsibilities

• Drive ROI and renewals by orchestrating executive-level partnerships.
• Architect strategic success roadmaps aligning Salesforce platform with client objectives.
• Lead cross-functional programs across Sales, Product, and Engineering.
• Govern AI governance and risk management for enterprise-scale deployments.
• Provide executive guidance on Salesforce innovations and roadmap contributions.
• Mentor internal teams navigating complex enterprise environments.

Skills

Executive communication

Presentation skills

Executive influence

Cross-functional leadership

Enterprise SaaS

Sales Cloud expertise

Tools

Sales Cloud

Revenue Cloud

Advanced Administrator

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 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.

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 7+ 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 including executive and C-level. 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. Cloud/Platform Requirements: 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments. Sales Cloud: 6+ years expertise supporting complex, enterprise-scale Sales Cloud deployments. Expert knowledge of sales transformation and revenue operations excellence. Deep understanding of Sales Cloud architecture for global enterprises (multi-currency, multi-language, complex hierarchies). Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs. Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics). Ability to guide revenue operations strategy and sales transformation discussions. Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator. Service Cloud: 6+ years expertise supporting complex, enterprise-scale Service Cloud deployments.

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.

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.

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program

Compensation and Additional Details

The typical base salary range for this position is $171,200 - $273,000 annually.

In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $205,800 - $298,400 per year.

Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

Equal Opportunity & Diversity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. It means that at Salesforce, we believe in equality for all. We may 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. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.