Customer Success Manager, Director (Strategic Value Partner) - Sales & Service Clouds

Quick Facts

• Role: Strategic Value Partner Customer Success Director (Individual Contributor)
• Focus: Enterprise customer success across Salesforce Sales & Service Clouds

Description

Serve as a strategic value partner for Salesforce’s most complex, high-impact customer accounts, moving beyond tactical account management to drive holistic success aligned to long-term business objectives. Quantify business impact by translating technical milestones into measurable ROI and executive-level success stories, while proactively identifying and mitigating strategic risks. Orchestrate cross-functional teams and guide customers through case and incident management, including executive engagement during major incidents.

Responsibilities

• Executive & ROI engagement: Own Signature Success delivery; build executive partnerships; create success roadmaps; quantify ROI to drive renewals and expansion.
• Complex program management: Lead high-stakes cross-functional initiatives across Sales, Product, and Engineering to solve complex enterprise challenges.
• Risk, incident & AI governance: Use usage telemetry and predictive analytics to address 12–24 month attrition risk; lead during major incidents; set guardrails for AI agent and digital coworker adoption.
• Mentorship & strategic guidance: Mentor account teams and provide executives proactive guidance on Salesforce’s innovation cycle.

Requirements

• 7+ years in Customer Success, strategic leadership, SaaS, or strategic consulting; enterprise-level customer experience; leading cross-functional teams
• Ability to influence at all levels, including executive/C-level; strong communication and presentation skills; translating technical concepts into business terms
• 6+ years supporting complex, enterprise-scale Sales Cloud deployments: sales transformation and revenue operations; global architecture (multi-currency, multi-language, complex hierarchies); advanced capabilities and ecosystem exposure; ability to guide revenue operations strategy; multiple certifications including Sales Cloud, Revenue Cloud, and Advanced Administrator
• 6+ years supporting complex, enterprise-scale Service Cloud deployments: service transformation and contact center modernization; global contact center architecture (multi-site, 24/7, complex routing); advanced capabilities and ecosystem exposure; ability to guide customer experience strategy; multiple certifications including Service Cloud, Field Service, and 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