# Customer Success Manager, Director (CSM)

**Company**: Salesforce
**Experience**: senior
**Job type**: full-time
**Salary**: $171,200 - $273,000 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---San-Francisco/Customer-Success-Manager--Director---Retail_JR360283-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a1b0f49b-9c9

## 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.

Responsibilities:

- Executive Management & ROI-Driven Engagement: 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.

- Business Value Integration: 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.

- Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges.

- AI Governance & Guardrails: Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption.

- Risk Management & Predictive Insight: 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.

- Complex Incident Governance: Provide executive leadership and crisis governance during major incident, managing high-pressure communications and human-agent interventions to protect the customer’s mission-critical operations.

- Mentorship & Organizational Development: Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflows.

- Strategic Business Insight: 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.

Requirements:

- Experienced business professional, preferably with 7+ 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 including executive and C-level.

- 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.

Cloud/Platform Requirements:

- 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments.

- Sales Cloud: 6+ years expertise 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).

- Service Cloud: 6+ years expertise supporting complex, 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).

Benefits:

- Time off programs

- Medical, dental, vision

- Mental health support

- Paid parental leave

- Life and disability insurance

- 401(k)

- Employee stock purchasing program

## Skills

### Required
- Salesforce
- Customer Success
- Strategic Leadership
- SaaS
- Communication
- Presentation
- Technical Analysis
- Business Translation
- Enterprise-level Customers
- Cross-functional Teams
- Sales Cloud
- Service Cloud
- Revenue Operations
- Contact Center Modernization

### Nice to have
- Thought Leadership
- Global Sales Cloud
- Service Cloud Transformations
- AI-powered Selling
- Agentforce Capabilities

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---San-Francisco/Customer-Success-Manager--Director---Retail_JR360283-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)