Customer Success Manager, Director
Salesforce, Atlanta, GA, United States
As a
Customer Success Manager, Director (CSM) , you will serve as a named resource and partner for Salesforce’s customer organizations focused on our customers. You are a trusted advisor, forging deep relationships with your customers and account teams, and maintaining an awareness of key events, needs, potential risks, and value drivers.
You will act as a point of contact for any major customer incidents, managing expectations and communications through the resolution of such incidents. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.
This will require deep technical knowledge of the Salesforce platform and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Single Point of Accountability: Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
Customer Advocacy: Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
Success Strategy Execution: Launch and execute Customer Success Plans; renew and expand across customers.
Issue Resolution: Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.
Insights and Innovation: Monitor market and customer trends.
Health Monitoring: Track and communicate customer health metrics, customer success scores, and overall loyalty insights.
Minimum Requirements
Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
Minimum of 10+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.
Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.
Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
Deep understanding of Salesforce’s ecosystem, products, and best practices.
Proven track record leading efforts across large, cross‑functional teams to drive customer success.
Exceptional communication, presentation, and influence skills at all organizational levels.
Experience managing escalations and resolving critical customer situations.
Degree or equivalent relevant experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
Preferred Requirements
Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.
Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).
Passion for helping customers drive business outcomes through AI, automation, and data.
Note This role is office‑flexible, with the expectation that you will work from the Salesforce office three (3) days per week.
Benefits In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock‑purchasing program. More details about company benefits can be found at https://www.salesforcebenefits.com.
Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of 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 other classifications protected by law. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
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Customer Success Manager, Director (CSM) , you will serve as a named resource and partner for Salesforce’s customer organizations focused on our customers. You are a trusted advisor, forging deep relationships with your customers and account teams, and maintaining an awareness of key events, needs, potential risks, and value drivers.
You will act as a point of contact for any major customer incidents, managing expectations and communications through the resolution of such incidents. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.
This will require deep technical knowledge of the Salesforce platform and the ability to work closely across internal and external teams to provide a unified Signature experience.
Your Impact
Single Point of Accountability: Orchestrate Customer Success Plan deliverables, ensuring customer experience, renewals, and expansion.
Customer Advocacy: Forge deep relationships with executive sponsors, business, and IT leaders; proactively surface value realization and growth opportunities.
Success Strategy Execution: Launch and execute Customer Success Plans; renew and expand across customers.
Issue Resolution: Proactively manage risks and urgent escalations, partnering across internal Salesforce teams to swiftly resolve challenges.
Insights and Innovation: Monitor market and customer trends.
Health Monitoring: Track and communicate customer health metrics, customer success scores, and overall loyalty insights.
Minimum Requirements
Salesforce Certifications (AI Specialist, Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant).
Minimum of 10+ years in Customer Success, Technical Account Management, Consulting, or equivalent experience.
Demonstrated ability to work with C-level executives and lead conversations at the intersection of technology and business outcomes.
Strong technical fluency across AI, CRM, data platforms, and digital engagement strategies.
Deep understanding of Salesforce’s ecosystem, products, and best practices.
Proven track record leading efforts across large, cross‑functional teams to drive customer success.
Exceptional communication, presentation, and influence skills at all organizational levels.
Experience managing escalations and resolving critical customer situations.
Degree or equivalent relevant experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
Preferred Requirements
Salesforce Certifications: AI Associate, AI Specialist, Administrator, Advanced Administrator, Data Cloud Consultant, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant.
Knowledge of modern cloud data platforms (Snowflake, Databricks, BigQuery, RedShift) and AI tools (Python, R, Jupyter).
Passion for helping customers drive business outcomes through AI, automation, and data.
Note This role is office‑flexible, with the expectation that you will work from the Salesforce office three (3) days per week.
Benefits In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock‑purchasing program. More details about company benefits can be found at https://www.salesforcebenefits.com.
Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Any employee or potential employee will be assessed on the basis of 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 other classifications protected by law. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
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