Customer Success Manager, Director - Core (Sales & Service) Clouds

Salesforce•Chicago, IL

6d•$171,200 - $273,000

About The Position

Salesforce is seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for its most complex and high-impact customer accounts. This high-visibility role develops holistic customer success strategies that connect Salesforce platform capabilities with customers’ long-term business objectives. The role quantifies the business impact of customer investments, translates technical milestones into measurable ROI and executive-level success stories, and builds relationships across customer leadership teams to identify and mitigate strategic risks and support platform stability and sustained growth. The Customer Success Manager is accountable for Signature Success delivery and guides customers through case and incident management as a subject matter expert on their business context and impact. The role coordinates customer communications and executive engagement during major incidents and collaborates with internal and external stakeholders. As a senior individual contributor, this person leads cross-functional teams in a matrixed environment and provides strategic guidance and mentorship to account teams. The role supports customers in Technology, Media and Telecommunications (TMT), and/or Health and Life Sciences (HLS). Direct Media Cloud experience is strongly preferred for TMT customers; direct Health Cloud and/or Life Sciences Cloud experience is strongly preferred for HLS customers. The posting describes extensive enterprise-scale Sales Cloud and Service Cloud expertise, including related platform capabilities, architecture, transformation strategy, and certifications.

Requirements

At least 7 years of experience in Customer Success, strategic leadership, SaaS, or strategic consulting, including experience with enterprise customers and leading cross-functional teams to resolve customer needs.
Exceptional communication and presentation skills, including the ability to influence executive and C-level stakeholders, translate technical concepts into business terms, and translate customer needs into technical features.
At least 6 years supporting complex, enterprise-scale Sales Cloud deployments.
Expert knowledge of sales transformation and revenue operations; understanding of global architecture, including multi-currency, multi-language, and complex hierarchies.
Knowledge of advanced Sales Cloud capabilities such as Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, and Sales Programs, and related products including Revenue Cloud CPQ, Marketing Cloud, Data Cloud, and Tableau.
Ability to guide revenue operations strategy.
Multiple certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator.
At least 6 years supporting complex, enterprise-scale Service Cloud deployments.
Expert knowledge of service transformation and contact center modernization; understanding of global contact center architecture, including multi-site, 24/7 operations and complex routing.
Knowledge of advanced Service Cloud capabilities such as Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, and Swarming, and related products including Field Service, Experience Cloud, Slack, Data Cloud, and Einstein Analytics.
Ability to guide customer experience strategy.
Multiple certifications, including Service Cloud, Field Service, and Advanced Administrator.
Experience supporting customers in Technology, Media and Telecommunications (TMT) and/or Health and Life Sciences (HLS).

Nice To Haves

Direct experience with Media Cloud for TMT customers.
Direct experience with Health Cloud and/or Life Sciences Cloud for HLS customers.
Thought leadership experience, such as speaking at Dreamforce on Sales or Service transformation topics.
Experience with global Sales Cloud transformations involving thousands of sales users and complex sales motions.
Experience with Service Cloud transformations involving thousands of agents, omnichannel operations at scale, and complex telephony.
Participation in Sales Cloud or Service Cloud beta programs or customer advisory boards.
Deep understanding of AI-powered selling and Agentforce capabilities.

Responsibilities

Serve as the point of accountability for Signature Success delivery.
Build executive partnerships and create strategic success roadmaps aligned with customer objectives.
Quantify customer return on investment to support renewals and expansion.
Lead high-stakes, cross-functional initiatives involving Sales, Product, Engineering, and other matrixed teams to address complex enterprise challenges.
Use usage telemetry and predictive analytics to identify and address customer attrition risks 12–24 months ahead.
Provide executive leadership during major incidents and coordinate customer communications and engagement.
Set strategic guardrails for adoption of AI agents and digital coworkers.
Mentor account teams on high-stakes enterprise environments and AI-augmented workflows.
Provide executives with proactive guidance on Salesforce’s innovation cycle.
Guide customers through case and incident management as a subject matter expert on their business context and impact.
Coordinate with internal and external stakeholders to address customer needs.