Director, Customer Success Management

About Salesforce

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.

Our customers rely on the Signature Success program and team. Signature Success aligns on each customer’s needs, strategic objectives, and maturity. Customers are then supported through long-term plans that align the right people, skills, coaching, and oversight to help customers achieve tangible results through Salesforce products. Insights and analysis are provided along the way to drive comprehensive support. The primary orchestrators driving Signature delivery are our versatile Customer Success Managers (CSM).

The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs. The role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor. Success is measured by customer and employee sentiment, retention of business, customer adoption and growth through their business objectives. The primary responsibility is to accomplish Signature delivery across a given book of business, through their CSM team.

• Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment.
• Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages.
• Motivate and Champion – Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations.
• Salesforce Smart – Explains the vision and the why behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.
• Win as a Team – Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.

• Strong communication skills, both written and verbal.
• Strong presentation skills. Confidently represent the team and strategy in executive forums and customer engagements.
• Proven ability to manage schedules, customer portfolios, and capacity planning. Comfortable using data to advocate for resources, process improvements, or customer-facing changes.
• Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
• Understanding of enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models.
• Experience leading and growing high-performing CSM teams with a focus on coaching, upskilling, and succession planning.
• Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.
• Familiarity with Salesforce products, capabilities, and customer success methodology.
• Familiarity with customer success best practices, health scoring frameworks, and adoption metrics.
• Ability to represent customer outcomes and product value to diverse audiences (field, partners, customers, executives).
• Knowledge of how to translate complex customer challenges into actionable success plans and enablement content.

Supports companies in professional services, hospitality, travel, transportation, and business services sectors, helping them optimize customer engagement and operational efficiency across…