Director, Customer Success Management

Salesforce•Indianapolis, IN

7d•$205,800 - $298,400•Hybrid

About The Position

The Director, Customer Success Management leads the strategy for Signature Success Plan delivery across their team of CSMs. The ideal candidate should have a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. CSM Directors are able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. They will also hire, coach, manage, and support a team of individuals with a variety of backgrounds. The primary responsibility of the CSM Director is to accomplish Signature delivery across a given book of business, through their CSM team. This role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor. Success in this role is measured by customer and employee sentiment, retention of business, customer adoption and growth of customers through their business objectives. The following is a list of characteristics that make a great leader at Salesforce. We expect our next Director, Customer Success Manager to exhibit each of these characteristics: Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment. Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages. Motivate and Champion – Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations. Salesforce Smart – Explains the vision and “the why” behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision. Win as a Team – Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.”

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. 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.
Deep familiarity with Commerce Cloud and Marketing Cloud capabilities, including storefront management, personalization, journey building, and campaign automation.
Understanding of digital commerce and marketing operations, including B2B and B2C customer journeys.
Experience guiding customers through Commerce and Marketing Cloud adoption, integration, and value realization.
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.
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.
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.

Responsibilities

Lead the strategy for Signature Success Plan delivery across their 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 their CSM team.
Drive processes that scale.
Challenge the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome.
Communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level.
Tailor message and style to the audience, use storytelling to deliver effective presentations and messages.
Invest in and try new things in the talent and career development of our people.
Hold self and team accountable to expectations.
Explain the vision and “the why” behind changes.
Keep teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.
Put the collective benefit of the company first.
Bring teams together to take-on shared goals.
Seek and embrace different points of view and experiences to unlock the collective potential of people across Salesforce.