Director, Customer Success Management

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Job Category

Customer Success

Job Details

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.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Our customers who drive the most value out of Salesforce 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 ideal candidate should have a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. CSM Directors are able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. They will also hire, coach, manage, and support a team of individuals with a variety of backgrounds.

The primary responsibility of the CSM Director is to accomplish Signature delivery across a given book of business, through their CSM team.

This role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor. Success in this role is measured by customer and employee sentiment, retention of business, customer adoption and growth of customers through their business objectives.

The following is a list of characteristics that make a great leader  expect our next Director, Customer Success Manager to exhibit each of these characteristics:

* 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."

We are hiring for multiple Director, Customer Success Manager openings, each focused on a distinct product portfolio:

Core Clouds - Sales Cloud and Service Cloud

* 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).

Digital - Commerce Cloud and Marketing Cloud

* 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.

Requirements & Skills

* 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…