Customer Success Manager, Director – Retail

Role Overview

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.

What You Will Do

You will be responsible for quantifying the business impact of their investment, transforming technical milestones into measurable ROI and executive-level success stories.

Why It Might Be a Fit

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.

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.
• 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

Benefits

• Time off programs
• Medical, dental, vision
• Mental health support
• Paid parental leave
• Life and disability insurance
• 401(k)
• Employee stock purchasing program