Senior Customer Success Director - Strategic ROI & Growth

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

Job summary

Salesforce, Inc. is seeking a Customer Success Manager, Director to act as a Strategic Value Partner for our most complex enterprise accounts in Chicago. You will craft holistic success roadmaps aligning Salesforce capabilities with client objectives and quantify ROI to drive renewals and expansion.

The role involves leading cross-functional teams, managing high-stakes programs, addressing risks, and mentoring account teams on AI-augmented workflows to elevate customer outcomes.

Qualifications

• 7+ years in Customer Success, strategic leadership, SaaS, or strategic consulting.
• Experience with enterprise-level customers and leading cross-functional teams.
• Ability to translate technical concepts into business terms for executives.

Responsibilities

• Executive & ROI engagement: lead executive partnerships and ROI roadmaps.
• Complex program management: drive cross-functional, high-stakes initiatives.
• Risk, incidents & AI governance: oversee AI adoption and incident response.
• Mentorship & strategic guidance: coach account teams on enterprise AI workflows.

Skills

Executive communication

Strategic leadership

SaaS experience

Cross-functional leadership

Enterprise accounts

Sales Cloud

Service Cloud

Revenue Cloud

Tools

Sales Cloud

Service Cloud

Revenue Cloud CPQ

Job description

Salesforce, Inc. is seeking a Customer Success Manager, Director to act as a Strategic Value Partner for our most complex enterprise accounts in Chicago. You will craft holistic success roadmaps aligning Salesforce capabilities with client objectives and quantify ROI to drive renewals and expansion.

The role involves leading cross-functional teams, managing high-stakes programs, addressing risks, and mentoring account teams on AI-augmented workflows to elevate customer outcomes.