Customer Success Manager, Director – Core, Sales & Service Clouds

Responsibilities

• Serve as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts
• Drive holistic customer success strategies aligned with long-term business objectives
• Quantify business impact and translate technical milestones into measurable ROI and executive-level success stories
• Build relationships across customer leadership teams and proactively mitigate strategic risks
• Orchestrate cross-functional teams in a matrixed environment across Sales, Product, and Engineering
• Guide customers through case and incident management as a subject matter expert on business context and impact
• Coordinate customer communications and executive engagement during major incidents
• Drive renewals and expansion through executive-level partnerships and Signature Success delivery
• Architect strategic success roadmaps connecting Salesforce platform evolution with corporate objectives
• Govern autonomous AI agents and digital coworkers through strategic guardrails and ethical alignment
• Use usage telemetry and predictive analytics to identify attrition risks and operational bottlenecks 12-24 months ahead
• Provide executive leadership and crisis governance during major incidents
• Mentor internal account teams and coach talent on enterprise environments and AI-augmented workflows
• Deliver executive-level guidance on Salesforce’s innovation cycle and new feature adoption

• 7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields
• Exceptional communication and presentation skills, including executive and C-level influence
• Ability to analyze technical concepts and translate them into business terms
• Ability to map business requirements into technical features
• Ability to explain complex technical concepts to customers and communicate customer needs to internal partners
• Experience working with enterprise-level customers
• Experience leading cross-functional teams to resolve customer needs or projects
• 7+ years of experience supporting complex, enterprise-scale Sales/Service Cloud deployments
• 6+ years of expertise supporting complex, enterprise-scale Sales Cloud deployments
• Expert knowledge of sales transformation and revenue operations excellence
• Deep understanding of Sales Cloud architecture for global enterprises
• Knowledge of Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, and Sales Programs
• Understanding of the Sales Cloud ecosystem, including Revenue Cloud CPQ, Marketing Cloud, Data Cloud, and Tableau
• Ability to guide revenue operations strategy and sales transformation discussions
• Multiple Salesforce certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator
• 6+ years of expertise supporting complex, enterprise-scale Service Cloud deployments
• Expert knowledge of service transformation and contact center modernization
• Deep understanding of Service Cloud architecture for global contact centers
• Knowledge of Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, and Swarming
• Understanding of the Service Cloud ecosystem, including Field Service, Experience Cloud, Slack, Data Cloud, and Einstein Analytics for Service
• Ability to guide customer experience strategy and service transformation discussions
• Multiple Salesforce certifications, including Service Cloud, Field Service, and Advanced Administrator
• Experience supporting customers in Health & Life Sciences, preferably with Health Cloud and/or Life Sciences Cloud
• Thought leadership experience on Dream force or Sales/Service transformation topics preferred
• Experience with global Sales Cloud and Service Cloud transformations preferred
• Participation in Sales/Service Cloud beta programs or customer advisory boards preferred
• Deep understanding of AI-powered selling and Agentforce capabilities preferred

Demonstrates expertise in driving customer success strategies and managing complex enterprise-scale Salesforce deployments, with a strong focus on executive-level communication and strategic leadership. Proficient in guiding revenue operations and service transformation discussions while leveraging advanced Salesforce…