Director, Customer Success Manager

Overview

We are looking for Director, Customer Success Manager roles focused on distinct product portfolios across Salesforce's core and digital cloud offerings.

Lead the strategy for Signature Success Plan delivery across a team of CSMs. Manage a book of business through customer adoption, growth, retention, and satisfaction. Hire, coach, manage, and support a diverse team of Customer Success Managers. Conduct research, synthesize market intelligence and customer feedback, and develop insights and actions. Build cross‑functional relationships with Product, Sales, Services, Engineering, and Success to align success delivery.

• Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently.
• Courageous Communicator – Superb interpersonal skills including ability to communicate, present, and influence credibly at all levels.
• Motivate and Champion – Invests in talent and career development, holding self and team accountable.
• Salesforce Smart – Explains vision and “the why” behind changes, rallying teams around a shared mission.
• Win as a Team – Prioritizes collective benefit, bringing diverse viewpoints to unlock potential.

• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high‑tech firms to accelerate platform adoption.
• Health & Life Sciences (HLS) – Supports healthcare providers, payers, and life sciences companies to improve outcomes through Salesforce.

• Consumer Business Services (CBS) – Helps companies optimize customer engagement and operational efficiency in professional services and business services sectors.

• Strong communication skills, both written and verbal.
• Strong presentation skills, confident at executive forums.
• Proven ability to manage schedules, customer portfolios, and capacity planning.
• Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
• Understanding of enterprise customer lifecycle, Salesforce cloud platforms, and scalable success delivery models.
• Experience leading high‑performing CSM teams with coaching and succession planning.
• Strong collaboration and negotiation skills in a matrixed environment.
• Familiarity with Salesforce products and customer success methodology.
• Familiarity with best practices, health scoring frameworks, and adoption metrics.
• Ability to translate complex challenges into actionable success plans.
• Knowledge of how to translate customer challenges into enablement content.

• Deep familiarity with Sales Cloud and Service Cloud capabilities.
• Understanding of how enterprise sales and service teams operate.
• Experience guiding customers through adoption, optimization, and expansion.

• Deep familiarity with Commerce Cloud and Marketing Cloud capabilities.
• Understanding of digital commerce and marketing operations, including B2B/B2C journeys.
• Experience guiding customers through adoption and integration.

• 10+ years in Customer Success, Account Management, Solution Consulting, or related fields.
• 3‑5 years of people management experience leading high‑performing CSM teams.
• Proven experience managing complex, multi‑segment portfolios.
• Demonstrated success in aligning cross‑functional teams.
• Experience leading high‑priority initiatives with executive visibility.
• Strong knowledge of Salesforce products and ecosystem.
• Strong analytical and operational abilities around team performance and customer health.
• For Core Clouds – Experience with Sales Cloud and/or Service Cloud at enterprise level.
• For Digital – Experience with Commerce Cloud and/or Marketing Cloud at enterprise level.

Note:
This role is office‑flexible and requires in‑office presence at least three days per week.

Salesforce offers a broad benefits program that includes paid time off, medical, dental, vision, mental health support, paid…