Description

Customer Success Managers play a flexible and pivotal role in supporting a wide range of customers. They act as the customer's primary point of contact for a mix of reactive and proactive needs. This includes managing customer health, delivering prescriptive guidance to drive product adoption and feature utilization, and facilitating foundational success planning conversations. They collaborate closely with senior CSMs, Success Architects, and Support Engineers to triage escalations and ensure customers are on a path to long-term health, bridging the gap between day-to-day needs and long-term outcomes.

We are hiring for multiple Director, Customer Success Manager openings, each focused on a distinct product portfolio:

Core Clouds – Sales Cloud and Service Cloud

Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred).

Health & Life Sciences (HLS) – Collaborates with healthcare providers, payers, life sciences, pharmaceutical, and medical device companies to support digital health initiatives, regulatory compliance, and improved patient/member outcomes through the Salesforce platform (Direct experience with Health Cloud and/or Life Sciences Cloud strongly preferred).

Digital – Commerce Cloud and Marketing Cloud

Consumer Business Services (CBS) – Supports companies in professional services, hospitality, travel, transportation, and business services sectors, helping them optimize customer engagement and operational efficiency across complex service delivery models.

Your Impact

As a Director of Customer Success Management, you will:

Oversee team capacity across strategic customer portfolios; balance high-priority escalations with long-term success planning to ensure efficient deployment of CSM expertise and timely customer outcomes.
Act as the executive liaison with senior leaders across Product, Sales, Services, Alliances, and CSG; ensure ongoing alignment on priorities, customer health messaging, and delivery expectations specific to your product portfolio.
Operational Orchestration: Workload Management, Escalation Protocols, Renewal & Retention Risk Management, Prevent Burnout.
Strategic Collaboration & Functional Alignment, Customer Health Trend Analysis and Insights, Initiative Execution, Playbook Development and Stress-testing.
People Leadership and Development: Recruit, hire, and onboard a diverse team of Customer Success Managers who possess both relationship-building instincts and consultative soft skills. Mentor your team on how to manage complex, multi-stakeholder customer relationships effectively.
Manage intake and execution of CSM-led engagements that drive customer success, product adoption, and improvements in overall health across Salesforce Signature customers.
Continuously assess and evolve team capabilities; drive targeted skill development, succession planning, and onboarding programs to ensure the team remains future-ready.
Ensure your team builds deep, trusted relationships with our most strategic customers, delivering tailored success engagements that drive product adoption and measurable business outcomes.
Represent the voice of the customer across internal forums, surfacing health trends and insights to influence product direction and the broader customer success strategy.
Lead efforts to scale CSM expertise across CSG and the partner ecosystem by developing assets, playbooks, and enablement paths that empower field teams and customers alike.

Requirements & Skills

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. You should be 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.

Product-Specific Requirements:

Core Clouds (Sales Cloud & Service Cloud):

Deep familiarity with Sales Cloud and Service Cloud capabilities, including pipeline management, forecasting, case management, and omni-channel service delivery.
Understanding of how enterprise sales and service teams operate and derive value from CRM platforms.
Experience guiding customers through Sales and Service Cloud adoption, optimization, and expansion.

Digital (Commerce Cloud & Marketing Cloud):

Deep familiarity with Commerce Cloud and Marketing Cloud capabilities, including storefront management, personalization, journey building, and campaign automation.
Understanding of digital commerce and marketing operations, including B2B and B2C customer journeys.
Experience guiding customers through Commerce and Marketing Cloud adoption, integration, and value realization.

Minimum Qualifications

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.

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.