Senior Customer Success Director - AI & ROI Strategy

Salesforce, Inc.; United States; Remote; USD 171,000 - 273,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Success Manager, Director (CSM) to serve as a strategic partner for its most complex, high-impact accounts.

This senior role drives ROI, aligns platform capabilities with long-term business objectives, and leads cross-functional teams in a matrixed environment to ensure sustained growth and platform stability. You will orchestrate executive relationships, quantify business impact, and guide strategic success roadmaps while managing risk and delivering value

Qualifications

• 7+ years of relevant experience in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with demonstrated ability to influence at executive and C-level.
• Ability to translate complex technical concepts into business terms for customers and internal partners.
• Experience working with Enterprise-level customers.
• Experience leading cross-functional teams to resolve customer needs or projects.

Responsibilities

• Own executive-level engagements to drive renewals and expansions and quantify ROI of Salesforce investment.
• Architect strategic success roadmaps aligning Salesforce platform evolution with client objectives.
• Lead cross-functional programs across Sales, Product, and Engineering for enterprise challenges.
• Govern AI integration and guardrails for enterprise-scale AI adoption.
• Identify and mitigate long-term attrition risk and operational bottlenecks using analytics.
• Provide crisis governance and executive leadership during major incidents.
• Mentor internal teams and coach in navigating high-stakes enterprise environments.
• Deliver proactive, executive-level guidance on Salesforce innovation cycles.

Skills

Executive communication

Cross-functional leadership

Strategic thinking

Business acumen

Enterprise experience

Presentation skills

Tools

Sales Cloud

Service Cloud

Einstein

Job description

Salesforce, Inc. is seeking a Customer Success Manager, Director (CSM) to serve as a strategic partner for its most complex, high-impact accounts.

This senior role drives ROI, aligns platform capabilities with long-term business objectives, and leads cross-functional teams in a matrixed environment to ensure sustained growth and platform stability. You will orchestrate executive relationships, quantify business impact, and guide strategic success roadmaps while managing risk and delivering value