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

Job Overview Salesforce is seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for Salesforce's most complex and high-impact customer accounts. In this high-visibility role, you will move beyond tactical account management to drive a holistic success strategy that aligns Salesforce's platform capabilities with the customer's long-term business objectives. Responsibilities Quantify the business impact of the customer's investment, transform technical milestones into measurable ROI, and craft executive-level success stories. Build deep relationships across customer leadership to proactively mitigate strategic risks, ensuring platform stability and sustained growth. Orchestrate cross‑functional teams in a matrixed environment, acting as an organizational multiplier that raises the standard of excellence for strategic enterprise accounts. Architect success roadmaps that align Salesforce's platform evolution with the customer's long‑term corporate objectives, translating technical milestones into business outcomes. Lead high‑stakes, cross‑functional initiatives across Sales, Product, and Engineering to deliver seamless solutions for complex enterprise challenges. Govern the integration of autonomous AI agents and specialized digital coworkers, establishing guardrails and ethical alignment for enterprise‑scale AI adoption. Use usage telemetry and predictive analytics to identify and neutralize long‑term attrition risk and operational bottlenecks before they impact the business. Provide executive leadership and crisis governance during major incidents, managing high‑pressure communications and human‑agent interventions to protect critical operations. Mentor internal account teams and coach talent navigating high‑stakes environments and emerging AI‑augmented workflows. Deliver proactive, executive‑level guidance on Salesforce's innovation cycle, ensuring customers capitalize on new features while maintaining a stable, scalable technical environment. Minimum Requirements 7+ years of experience in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields. Exceptional communication and presentation skills with demonstrated ability to influence at executive and C‑level. Ability to analyze technical concepts and translate them into business terms, and to map business requirements into technical features. Experience working with enterprise‑level customers. Experience leading cross‑functional teams to resolve customer needs or projects. Cloud/Platform Requirements 7+ years supporting complex, enterprise‑scale Sales/Service Cloud deployments. Sales Cloud 6+ years supporting complex, enterprise‑scale Sales Cloud deployments. Expert knowledge of sales transformation and revenue operations excellence. Deep understanding of Sales Cloud architecture for global enterprises (multi‑currency, multi‑language, complex hierarchies). Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs. Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics). Ability to guide revenue operations strategy and sales transformation discussions. Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator. Service Cloud 6+ years supporting enterprise‑scale Service Cloud deployments. Expert knowledge of service transformation and contact center modernization. Deep understanding of Service Cloud architecture for global contact centers (multi‑site, 24/7 operations, complex routing). Knowledge of advanced capabilities: Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming. Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service). Ability to guide customer experience strategy and service transformation discussions. Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator. Preferred Requirements Thought leadership experience (e.g., Dreamforce, Sales/Service transformation topics). Experience with global Sales Cloud (thousands of sales users) and Service Cloud (thousands of agents) transformations. Participation in Sales/Service Cloud beta programs or customer advisory boards. Deep understanding of AI‑powered selling and Agentforce capabilities. Salary and Benefits Base salary range: $171,200 – $273,000 annually (varies by location). In California and New York, and select cities (Boston, Chicago, Seattle, Washington DC), base range: $205,800 – $298,400 per year. Additional compensation may include company bonus, incentive for sales roles, equity, or benefits. Benefits include time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. EEO Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All employment decisions are made on the basis of merit, competence, and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. The policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and all other employment decisions. Accommodations If you need a reasonable accommodation during the application or recruiting process, submit a request via the Accommodations Request Form. Salesforce uses artificial intelligence tools to assist recruiters, but human hiring decisions determine final selection. For more information about data use, see the Candidate Privacy Statement. #J-18808-Ljbffr salesforce.com, inc.