Director, Customer Success Management

Salesforce is the #1 AI CRM, dedicated to driving customer success through innovation. The Director of Customer Success Management will lead the strategy for delivering the Signature Success Plan and manage a team of Customer Success Managers to ensure customer satisfaction and growth.

Responsibilities:

• Lead the strategy for Signature Success Plan delivery across the team of CSMs
• Research, synthesize, and develop insights and actions from market intelligence & customer feedback
• Hire, coach, manage, and support a team of individuals with a variety of backgrounds
• Accomplish Signature delivery across a given book of business, through the CSM team

Requirements:

• 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
• 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