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Job Category
Customer Success
Job Details
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).
- Financial Services (FINS) – Partners with banks, insurance companies, wealth management firms, and fintech organizations to drive digital banking transformation, enhance customer experiences, ensure regulatory compliance, and maximize ROI on Salesforce investments (Direct experience with Financial Services Cloud and/or Revenue Cloud and/or Salesforce CPQ strongly preferred).
This is an Individual Contributor position.
Your Impact
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.
Minimum 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:
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.
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 andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
