Salesforce

Director, Customer Success Management

Salesforce • $205K — $298K *
Seattle, WA 98115In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years of experience in Customer Success or related fields.
  • 3-5 years of leadership experience managing high-performing Customer Success teams.
  • Proven ability to manage complex customer portfolios and resource planning.
  • Strong knowledge of Salesforce products and their ecosystem.
  • Experience driving cross-functional alignment across various teams.

Responsibilities

  • Lead the strategy for Signature Success Plan delivery through a team of CSMs.
  • Research and synthesize market intelligence and customer feedback.
  • Develop insights and actions for improving customer success outcomes.
  • Hire, coach, and manage a diverse team to meet customer needs.
  • Drive customer retention, adoption, and growth through business objectives.

Benefits

  • Office-flexible work environment with in-office expectations.
  • Opportunities for talent and career development.
  • Access to Salesforce's extensive product suite for professional growth.
  • Collaboration with cross-functional teams to enhance customer success.
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

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. 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 & 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.

The following is a list of characteristics that make a great leader at Salesforce. We expect our next Director, Customer Success Manager to exhibit each of these characteristics:
  • 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."


We are hiring for multiple Director, Customer Success Manager openings, each focused on a distinct product portfolio:

Core Clouds - Sales Cloud and Service Cloud
  • 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).

Digital - Commerce Cloud and Marketing Cloud
  • Consumer Business Services (CBS) - Supports companies in professional services, hospitality, travel, transportation, and business services sectors, helping them optimize customer engagement and operational efficiency across complex service delivery models.

Requirements & Skills
  • Strong communication skills, both written and verbal. Clear, concise communication of customer success strategy, business value, and escalation guidance.
  • Strong presentation skills. Confidently represent the team and strategy in executive forums and customer engagements.
  • Proven ability to manage schedules, customer portfolios, and capacity planning. You should be comfortable using data to advocate for resources, process improvements, or customer-facing changes.
  • Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
  • An understanding of enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models.
  • 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.
  • Familiarity with customer success best practices, health scoring frameworks, and adoption metrics.
  • Ability to represent customer outcomes and product value to diverse audiences (field, partners, customers, executives).
  • Knowledge of how to translate complex customer challenges into actionable success plans and enablement content.

Product-Specific Requirements:
Core Clouds (Sales Cloud & Service Cloud):
  • Deep familiarity with Sales Cloud and Service Cloud capabilities, including pipeline management, forecasting, case management, and omni-channel service delivery.
  • Understanding of how enterprise sales and service teams operate and derive value from CRM platforms.
  • Experience guiding customers through Sales and Service Cloud adoption, optimization, and expansion.

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.

Minimum 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.
  • 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.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

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.

Work You'll Do

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.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

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Join Salesforce today and be part of a company that's shaping the future of technology, fostering a culture of innovation, and building a more equitable world.
Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Enterprise Technology
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ
CRM
* Ladders Estimates

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