SalesforceRemote
Customer Success Manager, Director - Core (Sales & Service) Clouds
United States of America
Full Time
2 days ago
$171,000 - $273,000 USD
H1B Sponsor Likely
Key skills
Customer Success ManagementSalesforce Sales CloudSalesforce Service CloudSalesforce Revenue CloudSalesforce CPQSalesforce Field ServiceSalesforce Experience CloudSalesforce Slack IntegrationSalesforce Data CloudSalesforce Einstein AnalyticsEnterprise SaaS PlatformsSales TransformationRevenue OperationsContact Center ModernizationAI GovernancePredictive AnalyticsStrategic ConsultingHealth CloudLife Sciences CloudFinancial Services CloudMedia CloudCAIAnalyticsTableauSaaSSalesforceCRMLeadershipMentoringCommunicationPresentation SkillsCustomer SuccessSales
About this role
Salesforce is the #1 AI CRM, focused on driving customer success through innovation and technology. They are seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for complex customer accounts, responsible for aligning Salesforce's capabilities with customer objectives and quantifying ROI. The role requires fostering relationships with customer leadership and managing cross-functional teams to ensure success and stability.
Responsibilities:
- Serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive-level partnerships and quantifying the tangible ROI of the Salesforce investment
- 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
- Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges
- Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption
- 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
- Provide executive leadership and crisis governance during major incidents, managing high-pressure communications and human-agent interventions to protect the customer’s mission-critical operations
- Act as a 'multiplier' by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflows
- 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
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
- 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments
- 6+ years expertise supporting complex, enterprise-scale Sales Cloud deployments
- Expert knowledge of sales transformation and revenue operations excellence
- Deep understanding of Sales Cloud architecture for global enterprises (multi-currency, multi-language, complex hierarchies)
- Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs
- Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics)
- Ability to guide revenue operations strategy and sales transformation discussions
- Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator
- 6+ years expertise supporting complex, enterprise-scale Service Cloud deployments
- Expert knowledge of service transformation and contact center modernization
- Deep understanding of Service Cloud architecture for global contact centers (multi-site, 24/7 operations, complex routing)
- Knowledge of advanced capabilities: Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming
- Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service)
- Ability to guide customer experience strategy and service transformation discussions
- Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator
- 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