Strategic Enterprise CSM — ROI & AI Alignment

salesforce.com, inc.; San Francisco (CA); On-site; USD 206,000 - 298,000; Full time

Job summary

Salesforce is seeking a Director-level Customer Success Manager to act as a Strategic Value Partner for the company’s most complex accounts. You will drive a holistic success strategy that aligns Salesforce platform capabilities with the customer’s long-term business objectives and quantify ROI for executive stakeholders.

You will orchestrate cross-functional teams across Sales, Product, and Engineering in a matrixed environment, guiding governance, risk mitigation, and strategic AI adoption

Qualifications

• Experienced business professional with 7+ years in Customer Success, strategic leadership, or related strategic consulting fields.
• Exceptional communication and presentation skills with ability to influence at all organizational levels including executive/C-level.
• Ability to translate technical concepts into business terms and map business requirements into technical features.

Responsibilities

• Executive Management & ROI-Driven Engagement: own delivery of Signature Success, drive renewals and expansions by coordinating executive partnerships and quantifying ROI.
• Business Value Integration: create strategic success roadmaps aligning Salesforce platform evolution with long-term customer objectives.
• Complex Program Management: lead cross-functional initiatives across Sales, Product, and Engineering for enterprise-scale solutions.
• AI Governance & Guardrails: establish strategic guardrails and ethical alignment for AI agent deployments at scale.
• Risk Management & Predictive Insight: use usage telemetry and analytics to identify and mitigate long-term attrition risk and bottlenecks.
• Complex Incident Governance: provide executive leadership during major incidents and coordinate crisis communications.
• Mentorship & Organizational Development: develop internal teams and coach talent for high-stakes enterprise environments.
• Strategic Business Insight: advise on Salesforce innovation cycles to maximize features while maintaining stability.

Job description

Salesforce is seeking a Director-level Customer Success Manager to act as a Strategic Value Partner for the company’s most complex accounts. You will drive a holistic success strategy that aligns Salesforce platform capabilities with the customer’s long-term business objectives and quantify ROI for executive stakeholders.

You will orchestrate cross-functional teams across Sales, Product, and Engineering in a matrixed environment, guiding governance, risk mitigation, and strategic AI adoption