Director, Customer Success Management

Role Overview

A Director of Customer Success Managers (CSM Director) leads the strategy and execution of Signature Success Plan delivery across a team of Customer Success Managers, ensuring high customer satisfaction, retention, and growth.

• The CSM Director leads the strategy for Signature Success Plan delivery across the team.
• Researches, synthesizes, and develops insights and actions from market intelligence and customer feedback.
• Hires, coaches, manages, and supports a team of CSMs with diverse backgrounds.
• Accomplishes delivery of Signature plans across a given book of business.
• Measures success through customer and employee sentiment, retention, adoption, and growth.

• Get it Done – Drives processes that scale, challenges the organization, stays results‑driven.
• Courageous Communicator – Interacts with executives and C‑level stakeholders, tailors messages, uses storytelling.
• Motivate and Champion – Invests in talent development, holds team accountable.
• Salesforce Smart – Explains vision, keeps team focused even without full data.
• Win as a Team – Brings teams together for shared goals, embraces diverse perspectives.

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

• 10+ years in Customer Success, Account Management, or related fields.
• 3–5 years of people‑management or leadership experience.
• Proven experience managing complex customer portfolios.
• Success in cross‑functional alignment with Product, Sales, Services, and Engineering.
• Experience leading high‑priority initiatives with executive visibility.
• Strong knowledge of the Salesforce platform and ecosystem.
• Analytical and operational abilities around team performance and customer health metrics.
• Experience with Sales Cloud and/or Service Cloud at the enterprise level.
• Experience with Commerce Cloud and/or Marketing Cloud at the enterprise level.

• Consumer Business Services (CBS) – support professional services, hospitality, travel, transportation, and business services sectors.
• Digital – deep familiarity with Commerce Cloud and Marketing Cloud, digital commerce and marketing operations, and value realization.

This role is office‑flexible and requires in‑office presence at least three (3) days per week.

Base salary range: $171,200 – $273,000 annually (location adjusted).

Additional benefits: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock purchasing program, and potential incentive compensation and equity.

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All decisions are based on 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 protected classifications. Reasonable accommodations are available upon request.