Director of Customer Success Manager (Retail)

Salesforce is seeking a Customer Success Manager, Director (CSM) to service 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 You will be responsible for quantifying the business impact of their investment, transforming technical milestones into measurable ROI and executive‑level success stories By fostering deep‑seeded relationships across the customer’s leadership team, you will identify and proactively mitigate strategic risks, ensuring platform stability and sustained growth As a senior leader, you will orchestrate cross‑functional teams in a matrixed environment, acting as an organizational multiplier who elevates the standard of excellence for our most strategic enterprise accounts CSMs coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs Customer Success Managers guide customers through case and incident management as subject matter experts on their business context and impact Executive Management & ROI‑Driven Engagement: serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive‑level partnerships and quantifying the tangible ROI of the Salesforce investment Business Value Integration: Architect strategic success roadmaps that align Salesforce’s platform evolution with the customer’s long‑term corporate objectives, ensuring technical milestones translate into holistic business outcomes Complex Program Management: Lead high‑stakes, cross‑functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges AI Governance & Guardrails: Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise‑scale AI adoption Risk Management & Predictive Insight: Utilize deep usage telemetry and predictive analytics to identify and neutralize long‑term (12‑24 months) attrition risk and operational bottlenecks before they impact the business Complex Incident Governance: Provide executive leadership and crisis governance during major incident, managing high‑pressure communications and human‑agent interventions to protect the customer’s mission‑critical operations Mentorship & Organizational Development: Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high‑stakes enterprise environments and emerging AI‑augmented workflows Strategic Business Insight: Deliver proactive, executive‑level guidance on Salesforce’s innovation cycle, ensuring customers are positioned to capitalize on new features while maintaining a stable and scalable technical environment Benefits Medical Care Life Insurance Retirement Savings Employee Assistance Programs With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-levelAbility to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partnersSkills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical featuresExperience working with Enterprise‑level customersExperience leading efforts of cross‑functional teams to facilitate resolution or disposition of customer needs or projectsExperienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields6+ years expertise supporting complex, enterprise‑scale Service Cloud deploymentsExpert knowledge of service transformation and contact center modernizationMultiple Salesforce certifications including Service Cloud, Field Service, Advanced AdministratorDeep 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, SwarmingUnderstanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service)Ability to guide customer experience strategy and service transformation discussionsThought leadership experience (Dreamforce, Sales/Service transformation topics)Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni‑channel at scale, complex telephony) transformationsParticipation in Sales/Service Cloud beta programs or customer advisory boardsDeep understanding of AI‑powered selling and Agentforce capabilities #J-18808-Ljbffr Salesforce