Director of Customer Success (Commerce Cloud)

Salesforce

Seattle (WA)

On-site

USD 171,000 - 273,000

Full time

6 days ago

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Job summary

Salesforce in Seattle, WA, is looking for a Director of Customer Success Management for Commerce Cloud to lead and scale a frontline CSM team. You will align success strategy with revenue and retention goals, coaching managers, handling escalations, and partnering with Sales and Product to accelerate value realization.

The role requires 8+ years in customer success with Commerce Cloud, 3+ years in people leadership, and strong executive communication skills.

Qualifications

8+ years of experience in customer success or related customer-facing role with Commerce Cloud experience.
3+ years of people management experience 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.
Forecast renewals, expansion opportunities and risk across the team's book of business.
Ensure the team is enabled on the current and future state of the Commerce Cloud offer, including new product capabilities and best practices.
Communicate trends, risks, and opportunities to Territory and OU leaders.