Director, Customer Success Manager

Salesforce•Indianapolis, IN

5d•$171,200 - $298,400•Hybrid

About The Position

Salesforce is seeking a Director, Customer Success Manager to join their Agentforce team. This role is pivotal in supporting a wide range of customers, acting as the primary point of contact for both reactive and proactive needs. The Customer Success Manager will manage customer health, provide guidance for product adoption and feature utilization, and facilitate success planning. Collaboration with senior CSMs, Success Architects, and Support Engineers is key to triaging escalations and ensuring long-term customer health. 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.
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 (for TMT portfolio).
Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred (for HLS portfolio).

Responsibilities

Oversee team capacity across strategic customer portfolios, balancing high-priority escalations with long-term success planning.
Act as the executive liaison with senior leaders across Product, Sales, Services, Alliances, and CSG to ensure alignment on priorities, customer health messaging, and delivery expectations.
Manage workload, escalation protocols, renewal and retention risk, and prevent burnout within the team.
Drive strategic collaboration and functional alignment, analyze customer health trends, execute initiatives, and develop/stress-test playbooks.
Recruit, hire, and onboard a diverse team of Customer Success Managers.
Mentor the team on managing complex, multi-stakeholder customer relationships.
Manage intake and execution of CSM-led engagements that drive customer success, product adoption, and improve overall health.
Continuously assess and evolve team capabilities, driving targeted skill development, succession planning, and onboarding programs.
Ensure the team builds deep, trusted relationships with strategic customers, delivering tailored success engagements.
Represent the voice of the customer across internal forums, surfacing health trends and insights to influence product direction and customer success strategy.
Lead efforts to scale CSM expertise across CSG and the partner ecosystem by developing assets, playbooks, and enablement paths.