Director, Customer Success Manager

Responsibilities

• Oversee team capacity across strategic customer portfolios; balance high‑priority escalations with long‑term success planning.
• Act as executive liaison with senior leaders across Product, Sales, Services, Alliances, and CSG.
• Operational orchestration: workload management, escalation protocols, renewal & retention risk management, prevent burnout.
• Strategic collaboration & functional alignment; customer health trend analysis and insights; initiative execution; playbook development and stress‑testing.
• People leadership and development: recruit, hire, onboard CSMs; mentor on managing complex, multi‑stakeholder relationships.
• Manage intake and execution of CSM‑led engagements that drive product adoption and overall health.
• Continuously assess and evolve team capabilities; drive skill development, succession planning, and onboarding programs.
• Ensure team builds deep, trusted relationships with strategic customers, delivering tailored engagements that drive adoption and measurable outcomes.
• Represent the voice of the customer across internal forums, surfacing health trends and insights to influence product direction.
• Lead efforts to scale CSM expertise across CSG and partner ecosystem by developing assets, playbooks, and enablement paths.

• Strong communication and presentation skills, clear, concise communication of strategy and escalation guidance.
• Proven ability to manage schedules, customer portfolios, and capacity planning; comfortable using data to advocate resources.
• Skill at engaging 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 coaching, upskilling, and succession planning.
• Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.
• Familiarity with Salesforce products, capabilities, customer success methodology, health scoring frameworks, and adoption metrics.
• Ability to represent customer outcomes and product value to diverse audiences.
• Knowledge of translating complex customer challenges into actionable success plans and enablement content.

• 10+ years in Customer Success, Account Management, Solution Consulting, or related fields.
• 3–5 years people‑management or leadership experience, managing high‑performing Customer Success teams.
• Proven experience managing customer portfolios and resource planning across complex, multi‑segment bases.
• Demonstrated cross‑functional alignment with Product, Sales, Services, Engineering teams.
• Experience leading high‑priority customer initiatives or programs with executive visibility.
• Strong knowledge of Salesforce products and platform, including the ecosystem.
• Strong analytical and operational abilities, especially surrounding team performance and customer health metrics.
• 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.

• Core Clouds: deep familiarity with Sales Cloud and Service Cloud capabilities, pipeline management, forecasting, case management, and omni‑channel service delivery.
• Digital: deep familiarity with Commerce Cloud and Marketing Cloud capabilities, storefront management, personalization, journey building, and campaign automation.

Base salary range for this position is $171,200 - $273,000 annually. In California and New York, and select cities in Boston, Chicago, Seattle and Washington DC, the base pay range is $205,800 - $298,400 per year. The range represents base salary only; it does not include bonus, equity or other benefits.

Benefits include time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k) and employee stock purchasing program.

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint or other classifications protected by law.

This policy applies throughout all aspects of employment and related activities.