Enterprise Customer Success Director

Job Category

Customer Success

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.

The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs. The ideal candidate should have a strong background in Customer Success strategies, trends, and outcomes at the enterprise level.

CSM Directors research, synthesize, and develop insights and actions from market intelligence & customer feedback. They hire, coach, manage, and support a team of individuals with a variety of backgrounds. The primary responsibility is to accomplish Signature delivery across a given book of business through their CSM team.

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 business objectives.

• 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.

• Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high‑tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).
• Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).

• Consumer Business Services (CBS) – Supports companies in professional services, hospitality, travel, transportation, and business services sectors, helping them optimize customer engagement and operational efficiency across complex service delivery models.

• Strong communication skills, both written and verbal. Clear, concise communication of customer success strategy, business value, and escalation guidance.
• 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.
• An understanding of enterprise customer lifecycle management, Salesforce…