Director of Commerce Cloud Customer Success

Salesforce; Chicago (IL); On-site; USD 171,000 - 273,000; Full time

Job summary

Salesforce is seeking a Director of Customer Success Management to lead a team serving its Commerce Cloud customers. You will oversee frontline CSMs, drive performance, and align success strategies with revenue and retention goals across the portfolio.

You will partner with sales and product teams, forecast renewals and expansions, and ensure the team adopts best practices to maximize customer value. This is a senior, people-focused leadership role based in Chicago.

Qualifications

• 8+ years in customer success or related role with Commerce Cloud experience
• 3+ years of people management experience
• Proven track record managing escalations across enterprise accounts
• Strong forecasting and business-planning skills with sales leadership
• Excellent executive communication skills with senior leadership reporting

Responsibilities

• Manage and coach a team of Customer Success Managers focused on Commerce Cloud accounts
• Support frontline managers and CSMs in resolving complex customer escalations
• Partner with Territory and Cloud peers to forecast renewals and expansions
• Ensure team is enabled on current and future Commerce Cloud offerings
• Maintain visibility of trends, risks, and opportunities across customers and industries
• Drive adoption of Signature Success methodology and deliverables
• Own team-level cadence: pipeline/forecast reviews, QBRs, escalations, resource allocation
• Collaborate with Sales, Product, Support, and Professional Services to remove blockers to value realization

Skills

Customer success leadership

People management

Forecasting

Executive communication

Escalation management

Tools

Salesforce Commerce Cloud

Job description

Salesforce is seeking a Director of Customer Success Management to lead a team serving its Commerce Cloud customers. You will oversee frontline CSMs, drive performance, and align success strategies with revenue and retention goals across the portfolio.

You will partner with sales and product teams, forecast renewals and expansions, and ensure the team adopts best practices to maximize customer value. This is a senior, people-focused leadership role based in Chicago.