Customer Success Manager, Director - Retail
Core
Strategic Value Partner for Salesforce's most complex enterprise accounts, driving holistic success strategies, quantifying ROI, and managing executive-level partnerships.
Role type
Director-level Individual Contributor Customer Success Manager
Builds
Strategic success roadmaps, executive partnerships, and enterprise-scale AI agent governance frameworks
Domain
SaaS CRM (Salesforce Sales/Service Cloud) and Enterprise AI
Required skills
Executive stakeholder management, ROI quantification, cross-functional team orchestration, enterprise SaaS architecture, AI governance, predictive analytics, crisis management, strategic consulting
Preferred skills
Global Sales/Service Cloud transformation leadership, beta program participation, AI-powered selling expertise, thought leadership in workforce transformation
Technologies
Salesforce Sales Cloud, Service Cloud, Agentforce, Einstein Conversation Insights, Revenue Cloud CPQ, Data Cloud, Tableau, Slack, Field Service, Experience Cloud
Responsibilities
Drive renewals and expansion through executive partnerships; Architect strategic success roadmaps aligning platform evolution with corporate objectives; Lead high-stakes cross-functional initiatives for complex enterprise challenges; Govern integration of autonomous AI agents and digital coworkers; Utilize telemetry to identify and neutralize long-term attrition risk; Provide executive crisis governance during major incidents; Mentor internal account teams on high-stakes enterprise environments
Seniority
Director, hands-on IC with strategic leadership
