# Success Manager - Director **Company**: Salesforce **Location**: London **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Category**: Sales **Industry**: Technology **Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/United-Kingdom---London/Success-Manager---Director_JR364113?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_87645588-e8b ## Description Salesforce is seeking a Customer Success Manager, Director (CSM) to service 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. You will be responsible for quantifying the business impact of their investment, transforming technical milestones into measurable ROI and executive-level success stories. By fostering deep-seated relationships across the customer’s leadership team, you will identify and proactively mitigate strategic risks, ensuring platform stability and sustained growth. As a senior leader, you will orchestrate cross-functional teams in a matrixed environment, acting as an organizational multiplier who elevates the standard of excellence for our most strategic enterprise accounts. **Your Impact** - Serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive-level partnerships and quantifying the tangible ROI of the Salesforce investment. - Architect strategic success roadmaps that align Salesforce’s platform evolution with the customer’s long-term corporate objectives, ensuring technical milestones translate into holistic business outcomes. - Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges. - Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption. - Utilize deep usage telemetry and predictive analytics to identify and neutralize long-term (12-24 months) 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 the customer’s mission-critical operations. - Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflows. - Deliver proactive, executive-level guidance on Salesforce’s innovation cycle, ensuring customers are positioned to capitalize on new features while maintaining a stable and scalable technical environment. **Minimum Requirements** - Experienced business professional, preferably with 10+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields. - Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization. - Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes. - Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies. - Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features. - Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners. - Experience working with Enterprise-level customers. - Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects. **Preferred Requirements** - Thought leadership experience (Dreamforce, Sales/Service transformation topics). - Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni-channel at scale, complex telephony) transformations. - Participation in Sales/Service Cloud beta programs or customer advisory boards. - Deep understanding of AI-powered selling and Agentforce capabilities. - Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data360 Consultant). **Benefits** - Unleash Your Potential: When you join Salesforce, you’ll be limitless in all areas of your life. - Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. - Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. ## Skills ### Required - AI - CRM - data platforms - digital engagement strategies - strategic leadership - SaaS platform use - Customer Success ### Nice to have - Dreamforce - Sales/Service transformation topics - global Sales Cloud - Service Cloud - AI-powered selling - Agentforce capabilities - Salesforce Certifications --- Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/United-Kingdom---London/Success-Manager---Director_JR364113?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)