Director, Customer Success Management

3+ months ago• San Francisco, CA

About Us

Salesforce brings companies and customers together in the number one Customer Relationship Management platform.
Size: 10000+ employees

Industry: Technology

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category
Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. We are looking for a leader to join our Account Success team focused on our High-Tech Enterprise customers. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Want more jobs like this?

Get jobs in

San Francisco, CA delivered to your inbox every week.

Email Address

Send me The Muse newsletters for the best in career advice and job search tips.

Get jobs!
By signing up, you agree to our & .

Your Impact:

• Lead a team of 8+ CSMs, fostering growth and excellence.
• Address and resolve customer blocking issues in collaboration with frontline managers.
• Execute strategies for Signature Success Plan renewals across teams.
• Work closely with peers and selling partners on capacity planning for Signature obligations.
• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
• Partner with recruiting teams to orchestrate impactful talent acquisition events.
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.
• Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.
• As a Territory or Cloud Manager, monitor key performance indicators, including Customer Health. using Customer Success Score and Salesforce Loyalty.
• As a Cloud Manager, be responsible for delivery metrics, ensuring consistent progress and results.

Preferred Qualifications & Skills:- Possess a minimum of 4+ years in leadership roles with direct experience in customer success and team management.

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
• Demonstrate excellent communication skills to bridge between various teams and levels.
• Showcase a proven track record in talent management, including recruitment, retention, and development.
• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

Unleash Your Potential:

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement:

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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 the following link: https://www.salesforcebenefits.com.

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.

For California-based roles, the base salary hiring range for this position is $202,700 to $293,900.

Client-provided location(s): San Francisco, CA

Job ID: Salesforce-JR306247

Employment Type: FULL_TIME

Posted: 2025-08-08T13:09:12
Search all jobs

Perks and Benefits

Health and Wellness

• Health Insurance
• Health Reimbursement Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• FSA
• FSA With Employer Contribution
• HSA
• HSA With Employer Contribution
• Fitness Subsidies
• On-Site Gym
• Mental Health Benefits

Parental Benefits

• Adoption Leave
• Return-to-Work Program
• Birth Parent or Maternity Leave
• Non-Birth Parent or Paternity Leave
• Fertility Benefits
• Adoption Assistance Program
• Family Support Resources

Work Flexibility

• Flexible Work Hours
• Remote Work Opportunities
• Hybrid Work Opportunities

Office Life and Perks

• Casual Dress
• Happy Hours
• Snacks
• Some Meals Provided
• Company Outings

Vacation and Time Off

• Paid Vacation
• Unlimited Paid Time Off
• Paid Holidays
• Personal/Sick Days
• Leave of Absence
• Sabbatical
• Volunteer Time Off

Financial and Retirement

• 401(K)
• 401(K) With Company Matching
• Company Equity
• Stock Purchase Program
• Performance Bonus
• Relocation Assistance
• Financial Counseling

Professional Development

• Tuition Reimbursement
• Learning and Development Stipend
• Promote From Within
• Mentor Program
• Shadowing Opportunities
• Access to Online Courses
• Lunch and Learns
• Internship Program
• Leadership Training Program
• Professional Coaching
• Work Visa Sponsorship

Diversity and Inclusion

• Employee Resource Groups (ERG)
• Unconscious Bias Training
• Diversity, Equity, and Inclusion Program

Company Videos

Hear directly from employees about what it is like to work at Salesforce.

Search all jobs

Similar Jobs

Suggested Searches

senior jobsSalesforce jobsAll jobs

Search Additional Jobs

Director Jobs in San Francisco, CAJobs in San Francisco, CA

of Use](https://www.themuse.com/user/Popular Jobs

• Salaries

Get Involved

• For Employers
• The Muse Book: The New Rules of Work
• For Career Coaches
• Tell A Friend

Join The Conversation:

• Facebook
  
• LinkedIn
  
• Twitter
  
• Pinterest
  
• Instagram