Director, Customer Success Management

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.

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.

About the role

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 and 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.

Characteristics of a Great Leader at Salesforce

• 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.

Responsibilities

• Lead the strategy for Signature Success Plan delivery across a team of Customer Success Managers (CSMs).
• Research, synthesize, and develop insights and actions from market intelligence and customer feedback.
• Hire, coach, manage, and support a team of CSMs with diverse backgrounds.
• Drive customer centricity, partnership, and resourcefulness to achieve business objectives.
• Measure success through customer and employee sentiment, retention, adoption, and growth.
• Engage and align with senior leaders across Product, Engineering, Sales, Services, and Success.
• Manage schedules, customer portfolios, and capacity planning using data-driven insights.
• Represent customer outcomes and product value to diverse audiences (field, partners, customers, executives).
• Translate complex customer challenges into actionable success plans and enablement content.

Requirements

• Strong communication skills, both written and verbal, with the ability to clearly and concisely communicate customer success strategy, business value, and escalation guidance.
• Strong presentation skills to confidently represent the team and strategy in executive forums and customer engagements.
• Proven ability to manage schedules, customer portfolios, and capacity planning using data to advocate for resources and process improvements.
• Experience leading and growing high-performing CSM teams with a focus on coaching, upskilling, and succession planning.
• Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.
• Familiarity with Salesforce products, capabilities, and customer success methodology.
• Understanding of enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models.
• Familiarity with customer success best practices, health scoring frameworks, and adoption metrics.

Qualifications

• 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields.
• 3–5 years of people management or leadership experience, including managing high-performing Customer Success teams.
• Proven experience managing customer portfolios and resource planning across complex, multi-segment customer bases.
• Demonstrated success in driving cross-functional alignment with Product, Sales, Services, and Engineering teams.
• Experience leading high-priority customer initiatives or programs with executive visibility and business-critical outcomes.
• Strong knowledge of Salesforce products and platform — features, capabilities, best practices, and how customers derive value from them, including knowledge of the Salesforce ecosystem.
• Strong analytical and operational abilities, especially around team performance, customer health metrics, prioritization, and efficiency.

Industry and Product-Specific Requirements

Consumer Business Services (CBS)

• Supports companies in professional services, hospitality, travel, transportation, and business services sectors.
• Helps optimize customer engagement and operational efficiency across complex service delivery models.

Digital (Commerce Cloud & Marketing Cloud)

• Deep familiarity with Commerce Cloud and Marketing Cloud capabilities, including storefront management, personalization, journey building, and campaign automation.
• Understanding of digital commerce and marketing operations, including B2B and B2C customer journeys.
• Experience guiding customers through Commerce and Marketing Cloud adoption, integration, and value realization.

For Core Clouds: Demonstrated experience working with or supporting Sales Cloud and/or Service Cloud at an enterprise level, with a strong understanding of CRM-driven sales and service motions.

For Digital: Demonstrated experience working with or supporting Commerce Cloud and/or Marketing Cloud at an enterprise level, with a strong understanding of digital commerce and marketing automation strategies.

Schedule

This role is office-flexible, with an expectation to be in-office a minimum of three (3) days per week.

Pay

The typical base salary range for this position is $171,200 - $273,000 annually. There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $205,800 - $298,400 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only and does not include company bonus, incentive for sales roles, equity, or benefits, as applicable.

Benefits

• Time off programs
• Medical, dental, and vision coverage
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k) retirement plan
• Employee stock purchasing program

More details about company benefits can be found at Salesforce Benefits.