[Remote] Customer Success Manager, Director - Core (Sales & Service) Clouds
Note: The job is a remote job and is open to candidates in USA. Salesforce is the #1 AI CRM, and they are seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for their most complex and high-impact customer accounts. This role involves driving a holistic success strategy that aligns Salesforce’s capabilities with customer objectives, managing cross-functional teams, and quantifying the business impact of Salesforce investments.
Responsibilities
- 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
Skills
- 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
- 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments
- 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
- 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
- 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
Benefits
- Certain roles may be eligible for incentive compensation, equity, and benefits.
- Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
Company Overview
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