Customer Success Manager, Director

Salesforce•San Francisco, CA

5d•Hybrid

About The Position

Salesforce is seeking a strategic leader to serve as a dedicated partner to Salesforce's most complex internal business units. This role is part of the Customer Success Group, focused on helping Salesforce's internal organizations maximize their use of the platform. The position drives platform success from within, ensuring internal teams operate at maximum scale and innovation. This role is based in San Francisco, Atlanta, Seattle, Indianapolis, or Chicago.

Requirements

7+ years of experience in Customer Success, strategic consulting, or SaaS platform leadership, with a track record of influencing at the executive level.
Ability to analyze complex technical concepts and translate them into clear business terms — and vice versa — for both internal partners and senior stakeholders.
Experience supporting enterprise-scale Sales Cloud or Service Cloud deployments, with deep knowledge of architecture, advanced capabilities like Agentforce, and ecosystem integrations.
Experience leading cross-functional teams through ambiguous, high-stakes situations and delivering results with urgency.

Nice To Haves

Spoken at Dreamforce or led thought leadership on sales or service transformation topics.
Experience with large-scale global Sales Cloud or Service Cloud transformations (thousands of users, omni-channel, complex telephony).
Participated in Salesforce beta programs or customer advisory boards.
Deep understanding of AI-powered selling and Agentforce capabilities.

Responsibilities

Drive a holistic success strategy that aligns internal platform investments with long-term business objectives, quantifying ROI and translating technical milestones into executive-level impact stories.
Build trusted relationships with internal executive teams to proactively identify and mitigate strategic risks, ensuring platform stability and sustained growth.
Orchestrate cross-functional teams in a matrixed environment, elevating how Salesforce operates as Customer Zero and setting the standard for internal excellence.
Serve as the primary subject matter expert during critical incidents, coordinating communications and executive engagement to drive rapid resolution with minimal business disruption.