Customer Success Manager, Director (Expansion & Growth)
Join Salesforce as a Customer Success Manager, Director (Expansion & Growth) and lead the strategic partnership for our most complex enterprise customers. You’ll be the single point of accountability for orchestration, value realization, adoption, and expansion. Your role focuses on driving consumption, removing adoption barriers, demonstrating ROI, and partnering cross‑functionally with Product, Engineering, Sales, and Professional Services to deliver high adoption, satisfaction, and retention.
Responsibilities
- Serve as the strategic partner for the customer, collaborating with Professional Services during implementation to ensure a seamless transition to adoption and long‑term value realization.
- Proactively manage and maintain the roadmap for purchased licenses and consumption credits, optimizing usage aligned to the consumption plan.
- Act as the primary orchestrator to remove blockers for adoption, addressing user questions, technical hurdles, and business process friction.
- Define, track, and demonstrate quantifiable business impact and ROI, moving the conversation from usage to value (e.g., efficiency gains, cost reductions).
- Guide customers on best practices for AI‑powered workflow transformation and tailor the success program to their unique culture.
- Build and maintain executive relationships, presenting to senior client executives and cross‑functional stakeholders.
- Proactively scout the customer’s business to identify new opportunities and use‑cases that satisfy customer goals.
- Build the business case for expanding consumption for existing use‑cases and partner with Sales to secure renewals and drive contract expansion.
- Represent customer feedback and critical issues to Product, Engineering, and Services teams, focusing on outcomes rather than escalation.
- Work with customer architects to ensure the Data Cloud foundation supports increased AI agent consumption and that technical debt does not throttle expansion.
- Collaborate with customer business leads to identify high‑frequency supply‑chain friction points where deploying additional AI agents creates immediate, scalable credit utilization and ROI.
- Build and nurture a Champion Network or Center of Excellence (CoE) within the customer organization to drive bottom‑up adoption and peer‑to‑peer advocacy of AI agents.
- Act as the primary engine for In‑Account growth, identifying signals that indicate a customer is ready for a contract upsell and partnering with Sales to build the business case for increased investment.
- Own the Consumption Flywheel, partnering with customer business leads to identify high‑frequency supply‑chain friction points for increased credit utilization and ROI.
Minimum Requirements
- 8+ years of work experience, with at least 5+ years in Customer Success, Enterprise Sales, Professional Services, or Consulting with an enterprise SaaS solution.
- Experience working with complex enterprise software (ERP, MRP, supply chain, or workflow systems).
- Proven track record of managing consumption‑based accounts, driving utilization, and managing credit/usage burn‑downs.
- Strategic, customer‑centric approach to problem‑solving that drives business value.
- Exceptional communication and presentation skills, able to partner with and present to senior client executives.
- Strong project management skills, including scope control, timeline ownership, and executive‑ready reporting.
- Agility and willingness to thrive in fast‑paced, high‑growth environments, wearing multiple hats and challenging norms.
- Deep curiosity and fluency with AI and emerging technologies, translating tech into customer outcomes.
Preferred Requirements
- Salesforce certifications (Administrator, AI Associate, or Consultant).
- Experience working with enterprise‑level customers in Supply Chain, Manufacturing, or Logistics sectors.
- Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue.
- Experience with Land and Expand account strategies, particularly converting pilot projects into global enterprise‑wide deployments.
Accommodations
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Posting Statement
Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Our hiring decisions are based on merit, competence, and qualifications—without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or any other protected classification. The same goes for compensation, benefits, promotions, and training. In the United States, compensation offered will be determined by location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Please see Salesforce Benefits for more details. Salesforce may consider qualified applicants with arrest and conviction records in compliance with the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring.
Compensation
The typical base salary range for this position is $145,200 – $293,900 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range is the same. This range represents base salary only and does not include company bonus or equity.
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