Customer Success Manager, Director - Core; Sales & Service Clouds

Job Overview

Salesforce is seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for Salesforce's most complex and high-impact customer accounts. In this high-visibility role, you will move beyond tactical account management to drive a holistic success strategy that aligns Salesforce's platform capabilities with the customer's long-term business objectives.

• Quantify the business impact of the customer's investment, transform technical milestones into measurable ROI, and craft executive-level success stories.
• Build deep relationships across customer leadership to proactively mitigate strategic risks, ensuring platform stability and sustained growth.
• Orchestrate cross‑functional teams in a matrixed environment, acting as an organizational multiplier that raises the standard of excellence for strategic enterprise accounts.
• Architect success roadmaps that align Salesforce's platform evolution with the customer's long‑term corporate objectives, translating technical milestones into business outcomes.
• Lead high‑stakes, cross‑functional initiatives across Sales, Product, and Engineering to deliver seamless solutions for complex enterprise challenges.
• Govern the integration of autonomous AI agents and specialized digital coworkers, establishing guardrails and ethical alignment for enterprise‑scale AI adoption.
• Use usage telemetry and predictive analytics to identify and neutralize long‑term attrition risk and operational bottlenecks before they impact the business.
• Provide executive leadership and crisis governance during major incidents, managing high‑pressure communications and human‑agent interventions to protect critical operations.
• Mentor internal account teams and coach talent navigating high‑stakes environments and emerging AI‑augmented workflows.
• Deliver proactive, executive‑level guidance on Salesforce's innovation cycle, ensuring customers capitalize on new features while maintaining a stable, scalable technical environment.

• 7+ years of experience in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with demonstrated ability to influence at executive and C‑level.
• Ability to analyze technical concepts and translate them into business terms, and to map business requirements into technical features.
• Experience working with enterprise‑level customers.
• Experience leading cross‑functional teams to resolve customer needs or projects.

• 7+ years supporting complex, enterprise‑scale Sales/Service Cloud deployments.
• Sales Cloud
  • 6+ years 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 (multi‑currency, multi‑language, complex hierarchies).
  • Knowledge of advanced capabilities:
    Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs.
  • Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics).
  • Ability to guide revenue operations strategy and sales transformation discussions.
  • Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator.
• Service Cloud
  • 6+ years supporting enterprise‑scale Service Cloud deployments.
  • Expert knowledge of service transformation and contact center modernization.
  • Deep understanding of Service Cloud architecture for global contact centers (multi‑site, 24/7 operations, complex routing).
  • Knowledge of advanced capabilities:
    Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming.
  • Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service).
  • Ability to guide customer experience strategy and service transformation discussions.
  • Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator.

• Thought leadership experience (e.g., Dream force, Sales/Service transformation topics).
• Experience with global…