Director, Customer Success – Commerce Cloud

Salesforce; Denver (CO); On-site; USD 171,000 - 273,000; Full time

Job summary

Salesforce is seeking a Director of Customer Success Management for the Commerce Cloud portfolio. Lead frontline CSMs, drive value realization, and align success strategy with revenue and retention goals.

You will partner with Territory, Sales, Product, Support, and Professional Services to remove blockers and scale a high-impact CSM organization. This role emphasizes executive-level communication and cross-functional leadership.

Qualifications

• 8+ years of experience in customer success, account management, or related customer-facing role with Commerce Cloud experience.
• 3+ years of people management experience, ideally leading customer-facing teams.
• Proven track record managing escalations and driving resolution across a portfolio of enterprise accounts.
• Strong forecasting and business-planning skills, with experience partnering with sales leadership.
• Excellent executive communication skills, with experience reporting to senior/OU leadership.

Responsibilities

• Manage and coach a team of Customer Success Managers focused on Commerce Cloud accounts.
• Support frontline managers and CSMs in managing and resolving complex customer escalations.
• Partner with Territory and Cloud peers to forecast renewals, expansions, and risk across the book of business.
• Ensure the team is enabled on current and future Commerce Cloud capabilities and best practices.
• Maintain a clear view of trends, risks, and opportunities across customers and industries covered.
• Drive adoption of Signature Success and deliverables across the portfolio.
• Own team operating cadence: pipeline/forecast reviews, QBRs, escalation triage, resource allocation.
• Collaborate cross-functionally to remove blockers to customer value realization.

Skills

Executive communication

Forecasting & planning

People management

Escalation management

Executive leadership

Tools

Commerce Cloud

Job description

Salesforce is seeking a Director of Customer Success Management for the Commerce Cloud portfolio. Lead frontline CSMs, drive value realization, and align success strategy with revenue and retention goals.

You will partner with Territory, Sales, Product, Support, and Professional Services to remove blockers and scale a high-impact CSM organization. This role emphasizes executive-level communication and cross-functional leadership.