Salesforce

Director, Customer Success Management - Commerce Cloud

Salesforce$171K — $273K *
Enterprise Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years in Technical Customer Success or related fields
  • Exceptional communication skills, capable of influencing at all levels
  • Ability to translate technical concepts into business language
  • Strong understanding of software development processes and design methodologies
  • Experience leading cross-functional teams
  • Minimum 2 years with Salesforce Commerce Cloud

Responsibilities

  • Act as the primary point of accountability for Signature Success deliverables
  • Develop and maintain relationships with IT and business executives at customer organizations
  • Guide customers in achieving their goals on the Salesforce platform
  • Ensure timely completion of Signature Success services for clients
  • Communicate and advocate for the value of Signature Success to stakeholders
  • Assist in resolving high severity issues for customers
  • Potential travel to customer sites and availability for after-hours support

Benefits

  • Office-flexible work arrangement with 3 days in office per week
  • Access to deep partnership and expert resources
  • Involvement with high-profile enterprise customers
  • Opportunity to work in a dynamic, rapidly evolving field
  • Engagement with cutting-edge Salesforce features and technologies
Full Job Description
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

Job Details

Applications will be accepted until 10/16/2026.

The Director, Customer Success Management leads a team of Customer Success Managers dedicated to our Commerce Cloud customer base. This is a people-leader role, responsible for the performance, growth, and effectiveness of frontline CSMs and the overall health and value realization of the Commerce Cloud portfolio they support. The Director partners closely with Territory, Sales, and Cloud leadership to align success strategy with revenue and retention goals.

Your Impact
  • Manage and coach a team of Customer Success Managers focused on Commerce Cloud accounts, including performance management, career development, and skill building
  • Support frontline managers and CSMs in managing and resolving complex customer escalations
  • Partner with Territory and Cloud peers and Selling partners to forecast renewals, expansion opportunities, and risk across the team's book of business
  • Ensure the team is enabled on the current and future state of the Commerce Cloud offer, including new product capabilities and best practices
  • Maintain a clear, current view of trends, risks, and opportunities across the customers and industries the team covers, and communicate these regularly to Territory and OU leaders
  • Drive consistent adoption of the Signature Success methodology and entitled deliverables across the team's portfolio
  • Own team-level operating cadence: pipeline/forecast reviews, QBRs, escalation triage, and resource allocation
  • Collaborate cross-functionally with Sales, Product, Support, and Professional Services to remove blockers to customer value realization


Minimum Qualifications
  • 8+ years of experience in customer success, account management, or a related customer-facing role, with direct experience on the Commerce Cloud platform (or equivalent B2C/B2B commerce platform experience)
  • 3+ years of people management experience, ideally managing customer-facing teams
  • Proven track record managing escalations and driving resolution across a portfolio of enterprise accounts
  • Strong forecasting and business-planning skills, with experience partnering with sales leadership
  • Excellent executive communication skills, with experience reporting to senior/OU leadership


Preferred Qualifications
  • Salesforce Commerce Cloud (B2C Commerce) certification(s)
  • Experience building or scaling a CSM team
  • Background in retail, commerce, or digital experience industries


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. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

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At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

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