Director, Customer Success Management

Salesforce•Chicago, IL

3d•Hybrid

About The Position

Salesforce is seeking a Director, Customer Success Management to lead the strategy for Signature Success Plan delivery across their team of CSMs. This role requires a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The Director will research, synthesize, and develop insights from market intelligence and customer feedback. They will also hire, coach, manage, and support a team of individuals. The primary responsibility 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 is measured by customer and employee sentiment, retention of business, customer adoption, and customer growth through their business objectives. Salesforce is hiring for multiple openings, each focused on a distinct product portfolio: Core Clouds (Sales Cloud and Service Cloud), Technology Media Telecommunication (TMT), Health & Life Sciences (HLS), Digital (Commerce Cloud and Marketing Cloud), and Consumer Business Services (CBS).

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.
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.

Nice To Haves

Direct experience with Media Cloud strongly preferred.
Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred.

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.
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.
Manage schedules, customer portfolios, and capacity planning.
Use data to advocate for resources, process improvements, or customer-facing changes.
Engage and align with senior leaders across Product, Engineering, Sales, Services, and Success.
Translate complex customer challenges into actionable success plans and enablement content.
Guide customers through adoption, optimization, and expansion of Salesforce products.
Drive cross-functional alignment with Product, Sales, Services, and Engineering teams.
Lead high-priority customer initiatives or programs with executive visibility and business-critical outcomes.