Customer Success Manager, Director – Core, Sales & Service Clouds

Salesforce

Salesforce customer success director guiding strategic enterprise Sales and Service Cloud transformations. Quantifying ROI, managing AI governance, and leading complex customer programs.

Posted 8/4/2026full-timeChicago • Illinois, Washington • 🇺🇸 United StatesLead💰 $171,200 - $273,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving customer success strategies and managing complex enterprise-scale Salesforce deployments, with a strong focus on executive-level communication and strategic leadership. Proficient in guiding revenue operations and service transformation discussions while leveraging advanced Salesforce certifications.

Highest-signal resume keywords

Customer Success StrategySales Cloud ArchitectureService Cloud ArchitectureExecutive CommunicationCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce PlatformSales TransformationRevenue OperationsAI-Powered SellingPredictive AnalyticsIncident ManagementTechnical Concept TranslationEnterprise-Level Customer SupportComplex Deployment SupportCrisis Governance

Soft Skills

Exceptional CommunicationPresentation SkillsRelationship BuildingMentoringCoaching

Tools & Technologies

Agentforce SDREinstein Conversation InsightsRevenue IntelligenceSales ProgramsField ServiceExperience CloudSlackData CloudEinstein Analytics for ServiceTableau

Certifications & Qualifications

Sales Cloud CertificationRevenue Cloud CertificationService Cloud CertificationField Service CertificationAdvanced Administrator Certification

Industry Keywords

Customer SuccessSaaSHealth & Life SciencesSales/Service TransformationEnterprise Environments

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

Serve as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts
Drive holistic customer success strategies aligned with long-term business objectives
Quantify business impact and translate technical milestones into measurable ROI and executive-level success stories
Build relationships across customer leadership teams and proactively mitigate strategic risks
Orchestrate cross-functional teams in a matrixed environment across Sales, Product, and Engineering
Guide customers through case and incident management as a subject matter expert on business context and impact
Coordinate customer communications and executive engagement during major incidents
Drive renewals and expansion through executive-level partnerships and Signature Success delivery
Architect strategic success roadmaps connecting Salesforce platform evolution with corporate objectives
Govern autonomous AI agents and digital coworkers through strategic guardrails and ethical alignment
Use usage telemetry and predictive analytics to identify attrition risks and operational bottlenecks 12–24 months ahead
Provide executive leadership and crisis governance during major incidents
Mentor internal account teams and coach talent on enterprise environments and AI-augmented workflows
Deliver executive-level guidance on Salesforce’s innovation cycle and new feature adoption

Requirements

What you’ll need

7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields
Exceptional communication and presentation skills, including executive and C-level influence
Ability to analyze technical concepts and translate them into business terms
Ability to map business requirements into technical features
Ability to explain complex technical concepts to customers and communicate customer needs to internal partners
Experience working with enterprise-level customers
Experience leading cross-functional teams to resolve customer needs or projects
7+ years of experience supporting complex, enterprise-scale Sales/Service Cloud deployments
6+ years of 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
Knowledge of Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, and Sales Programs
Understanding of the Sales Cloud ecosystem, including Revenue Cloud CPQ, Marketing Cloud, Data Cloud, and Tableau
Ability to guide revenue operations strategy and sales transformation discussions
Multiple Salesforce certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator
6+ years of 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
Knowledge of Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, and Swarming
Understanding of the Service Cloud ecosystem, including Field Service, Experience Cloud, Slack, Data Cloud, and Einstein Analytics for Service
Ability to guide customer experience strategy and service transformation discussions
Multiple Salesforce certifications, including Service Cloud, Field Service, and Advanced Administrator
Experience supporting customers in Health & Life Sciences, preferably with Health Cloud and/or Life Sciences Cloud
Thought leadership experience on Dreamforce or Sales/Service transformation topics preferred
Experience with global Sales Cloud and Service Cloud transformations preferred
Participation in Sales/Service Cloud beta programs or customer advisory boards preferred
Deep understanding of AI-powered selling and Agentforce capabilities preferred

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Potential incentive compensation for eligible roles
Potential equity for eligible roles
AI tools that accelerate employee impact
Resources supporting balance and wellbeing
Reasonable accommodation during the application or recruiting process