Note: The job is a remote job and is open to candidates in USA. Salesforce is the #1 AI CRM, and they are seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for their most complex and high-impact customer accounts. This role involves driving a holistic success strategy that aligns Salesforce’s capabilities with customer objectives, managing cross-functional teams, and quantifying the business impact of Salesforce investments.
Responsibilities
- Executive Management & ROI-Driven Engagement: serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive-level partnerships and quantifying the tangible ROI of the Salesforce investment
- Business Value Integration: Architect strategic success roadmaps that align Salesforce’s platform evolution with the customer’s long-term corporate objectives, ensuring technical milestones translate into holistic business outcomes
- Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges
- AI Governance & Guardrails: Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption
- Risk Management & Predictive Insight: Utilize deep usage telemetry and predictive analytics to identify and neutralize long-term (12-24 months) attrition risk and operational bottlenecks before they impact the business
- Complex Incident Governance: Provide executive leadership and crisis governance during major incident, managing high-pressure communications and human-agent interventions to protect the customer’s mission-critical operations
- Mentorship & Organizational Development: Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflows
- Strategic Business Insight: Deliver proactive, executive-level guidance on Salesforce’s innovation cycle, ensuring customers are positioned to capitalize on new features while maintaining a stable and scalable technical environment
Skills
- Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
- Experience working with Enterprise-level customers
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
- 7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments
- 6+ years 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 (multi-currency, multi-language, complex hierarchies)
- Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales Programs
- Understanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics)
- Ability to guide revenue operations strategy and sales transformation discussions
- Multiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator
- 6+ years 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 (multi-site, 24/7 operations, complex routing)
- Knowledge of advanced capabilities: Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, Swarming
- Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service)
- Ability to guide customer experience strategy and service transformation discussions
- Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator
- Thought leadership experience (Dreamforce, Sales/Service transformation topics)
- Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni-channel at scale, complex telephony) transformations
- Participation in Sales/Service Cloud beta programs or customer advisory boards
- Deep understanding of AI-powered selling and Agentforce capabilities
Benefits
- 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.
Company Overview
Salesforce is a cloud-based software company that provides customer relationship management software and applications. It was founded in 1999, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is https://www.salesforce.com.Company H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships, with 324 in 2026, 1883 in 2025, 2296 in 2024, 1850 in 2023, 2849 in 2022, 2124 in 2021, 1960 in 2020. Please note that this does not guarantee sponsorship for this specific role.