Customer Success Manager, Director - Core (Sales & Service) Clouds

Description The Experience

Salesforce is seeking a Customer Success Manager, Director 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.

Customer success Managers guide customers through case and incident management as subject matter experts on their business context and impact. CSMs coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs.

We are looking for candidates who have experience supporting customers in one or more of the following industries:

• 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).

This is an Individual Contributor position.

What You'll Actually Be Doing

• Executive & ROI Engagement: Serve as the point of accountability for Signature Success delivery. Build executive partnerships, create strategic success roadmaps that align Salesforce's platform with customer objectives, and quantify ROI to drive renewals and expansion.
• Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed teams (Sales, Product, Engineering) to solve the most complex enterprise challenges.
• Risk, Incident & AI Governance: Use usage telemetry and predictive analytics to address 12-24 month attrition risk. Provide executive leadership during major incidents. Set strategic guardrails for the adoption of AI agents and digital coworkers.
• Mentorship & Strategic Guidance: Mentor account teams on high-stakes enterprise environments and AI-augmented workflows. Give executives proactive guidance on Salesforce's innovation cycle.

You're Our Person If...

• 7+ years in Customer Success, strategic leadership, SaaS, or strategic consulting, including experience with Enterprise-level customers and leading cross-functional teams to resolve customer needs
• Exceptional communication and presentation skills, with proven ability to influence at all levels, including executive and C-level, and to translate technical concepts into business terms and customer needs into technical features
• 6+ years supporting complex, enterprise-scale Sales Cloud deployments: expert knowledge of sales transformation and revenue operations; deep understanding of global architecture (multi-currency, multi-language, complex hierarchies); knowledge of advanced capabilities (Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs) and the wider ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau); ability to guide revenue operations strategy; multiple certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator
• 6+ years supporting complex, enterprise-scale Service Cloud deployments: expert knowledge of service transformation and contact center modernization; deep understanding of global contact center architecture (multi-site, 24/7, complex routing); knowledge of advanced capabilities (Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming) and the wider ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics); ability to guide customer experience strategy; multiple certifications, including Service Cloud, Field Service, and Advanced Administrator

Even Better If...

• 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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.