Success Manager Director

Join Salesforce as a Customer Success Manager, Director, where you will drive a holistic success strategy for our most complex and high-impact customer accounts. In this high-visibility role, you will quantify the business impact of their investment, transform technical milestones into measurable ROI, and foster deep-seated relationships across the customer's leadership team. You will also lead high-stakes, cross-functional initiatives, govern the integration of autonomous AI agents, and provide executive leadership during major incidents.

About Salesforce

Thought leadership experience (Dreamforce, Sales/Service transformation topics)

Responsibilities

• Establishing and maintaining deep-seated relationships with the customer’s leadership team to identify and mitigate strategic risks.
• Driving a holistic success strategy that aligns Salesforce’s platform capabilities with the customer’s long-term business objectives.
• Leading high-stakes, cross-functional initiatives across matrixed internal teams to deliver seamless solutions for complex enterprise challenges.

Requirements

• Experienced business professional, preferably with 10+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects

Experience working with Enterprise-level customers

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
• Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes
• Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies

Deep understanding of AI-powered selling and Agentforce capabilities

• Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data360 Consultant)
• Participation in Sales/Service Cloud beta programs or customer advisory boards
• Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni-channel at scale, complex telephony) transformations