Description
The Experience
The Customer Success Manager, Director is part of our Customer Success Group — a team of trusted partners who help Salesforce's own internal organizations get the most out of our platform. As Customer Zero, we hold ourselves to the same standard we set for our customers, and this role is at the center of that mission.
We are looking for a strategic leader to serve as a dedicated partner to Salesforce's most complex internal business units. You won't manage external accounts — instead, you'll drive platform success from the inside, ensuring our own teams operate at maximum scale and innovation. This role is based in San Francisco, Atlanta, Seattle, Indianapolis, or Chicago.
What You'll Actually Be Doing
Drive a holistic success strategy that aligns internal platform investments with long-term business objectives, quantifying ROI and translating technical milestones into executive-level impact stories.
Build trusted relationships with internal executive teams to proactively identify and mitigate strategic risks, ensuring platform stability and sustained growth.
Orchestrate cross-functional teams in a matrixed environment, elevating how Salesforce operates as Customer Zero and setting the standard for internal excellence.
Serve as the primary subject matter expert during critical incidents, coordinating communications and executive engagement to drive rapid resolution with minimal business disruption.
You're Our Person If...
You have 7+ years of experience in Customer Success, strategic consulting, or SaaS platform leadership, with a track record of influencing at the executive level.
You can analyze complex technical concepts and translate them into clear business terms — and vice versa — for both internal partners and senior stakeholders.
You have experience supporting enterprise-scale Sales Cloud or Service Cloud deployments, with deep knowledge of architecture, advanced capabilities like Agentforce, and ecosystem integrations.
You've led cross-functional teams through ambiguous, high-stakes situations and delivered results with urgency.
Even Better If...
You've spoken at Dreamforce or led thought leadership on sales or service transformation topics.
You have experience with large-scale global Sales Cloud or Service Cloud transformations (thousands of users, omni-channel, complex telephony).
You've participated in Salesforce beta programs or customer advisory boards.
You have a deep understanding of AI-powered selling and Agentforce capabilities.
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.