Senior Customer Success Director: Enterprise ROI & Strategy

Salesforce, Inc.

Indianapolis (IN)

On-site

USD 171,000 - 273,000

Full time

3 days ago

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Job summary

Salesforce, Inc. is seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for our most complex, high-impact accounts.

In this role you will move beyond tactical management to drive a holistic success strategy, aligning our platform capabilities with a customer’s long-term business goals and quantifying ROI for renewals and expansion. The position requires senior leadership across matrixed teams, strong executive engagement, and governance of AI-enabled initiatives to

Responsibilities

Executive & ROI Engagement: Serve as the point of accountability for Signature Success delivery. Build executive partnerships, create strategic success roadmaps that align Salesforce’s platform with customer objectives, and quantify ROI to drive renewals and expansion.
Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed teams (Sales, Product, Engineering) to solve the most complex enterprise challenges.
Risk, Incident & AI Governance: Use usage telemetry and predictive analytics to address 12-24 month attrition risk. Provide executive leadership during major incidents. Set strategic guardrails for the adoption of AI agents and digital coworkers.
Mentorship & Strategic Guidance: Mentor account teams on high-stakes enterprise environments and AI-augmented workflows. Give executives proactive guidance on Salesforce’s innovation cycle.