Customer Success Manager, Director - Retail

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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-seated 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.

Customer Success Managers guide customers through case and incident management as subject matter experts on their business context and impact. CSMs coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs.

This is an Individual Contributor position.

Your 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. 

Minimum Requirements

• Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields.
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Experience working with Enterprise-level customers.
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Cloud/Platform Requirements: 

• 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments.
• Sales Cloud:
  • 6+ years expertise 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 expertise supporting complex, 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 (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) transformations.
• Participation in Sales/Service Cloud beta programs or customer advisory boards.
• Deep understanding of AI-powered selling and Agentforce capabilities.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

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