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

Salesforce•Indianapolis, IN

7d•$171,200 - $298,400

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 individual contributor role focuses on developing holistic success strategies that align Salesforce platform capabilities with customers’ long-term business objectives. The role quantifies business impact and ROI, builds relationships with customer leaders, mitigates strategic risks, and coordinates cross-functional teams in a matrixed environment. Customer Success Managers guide customers through case and incident management as subject matter experts on customer business context and impact. They coordinate customer communications and executive engagement during major incidents, working with internal and external stakeholders to address customer needs. Candidates should have experience supporting customers in Technology, Media, and Telecommunications (TMT), or Health and Life Sciences (HLS). Direct Media Cloud experience is strongly preferred for TMT; direct Health Cloud and/or Life Sciences Cloud experience is strongly preferred for HLS.

Requirements

At least 7 years of experience in Customer Success, strategic leadership, SaaS, or strategic consulting.
Experience with enterprise-level customers and leading cross-functional teams to resolve customer needs.
Exceptional communication and presentation skills, with the ability to influence stakeholders at all levels, including executive and C-level audiences.
Ability to translate technical concepts into business terms and customer needs into technical features.
At least 6 years supporting complex, enterprise-scale Sales Cloud deployments.
Expert knowledge of sales transformation and revenue operations, including global architecture such as multi-currency, multi-language, and complex hierarchies.
Knowledge of advanced Sales Cloud capabilities, including Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, and Sales Programs, and the wider ecosystem 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, including global contact center architecture such as multi-site, 24/7 operations, and complex routing.
Knowledge of advanced Service Cloud capabilities, including Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, and Swarming, and the wider ecosystem 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 TMT or HLS industries.

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 or on Sales/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 at scale, and complex telephony.
Participation in Sales/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 ROI to support renewals and expansion.
Lead high-stakes, cross-functional initiatives across Sales, Product, Engineering, and other matrixed teams to resolve complex enterprise challenges.
Use usage telemetry and predictive analytics to address attrition risk over a 12–24 month horizon.
Provide executive leadership during major incidents and coordinate customer communications and engagement.
Establish 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, bringing expertise in their business context and impact.