Customer Success Manager, Director - Core; Sales & Service Clouds

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Customer Success

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

• Life Sciences – Collaborates with life sciences companies to support digital health initiatives, regulatory compliance, outcomes through the Salesforce platform (Direct experience with Life Sciences Cloud strongly preferred).
• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).
• Financial Services (FINS) – Partners with banks, insurance companies, wealth management firms, and fintech organizations to drive digital banking transformation, enhance customer experiences, ensure regulatory compliance, and maximize ROI on Salesforce investments (Direct experience with Financial Services Cloud and/or Revenue Cloud and/or Salesforce CPQ strongly preferred).

• Executive Management & ROI-Driven Engagement: serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive-level partnerships and quantifying the tangible ROI of the Salesforce investment.
• Business Value Integration:
  Architect strategic success roadmaps that align Salesforce’s platform evolution with the customer’s long-term corporate objectives, ensuring technical milestones translate into holistic business outcomes.
• Complex Program Management:
  Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges.
• AI Governance & Guardrails:
  Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption.
• Risk Management & Predictive Insight:
  Utilize deep usage telemetry and predictive analytics to identify and neutralize long-term (12-24 months) attrition risk and operational bottlenecks before they impact the business.
• Complex Incident Governance:
  Provide executive leadership and crisis governance during major incident, managing high-pressure communications and human-agent interventions to protect the customer’s mission-critical operations.
• Mentorship & Organizational Development:
  Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflows.
• Strategic Business Insight:
  Deliver proactive, executive-level guidance on Salesforce’s innovation cycle, ensuring customers are positioned to capitalize on new features while maintaining a stable and scalable technical environment.

• Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business…