Customer Success Manager, Director – Retail

This is a fully remote position, open to applicants in California.

📋 Description

• Act as a Strategic Value Partner for Salesforce’s most intricate and impactful customer accounts.

• Develop comprehensive success strategies that align with the long-term business goals of customers.

• Assess the impact of customer investments and convert technical achievements into quantifiable ROI and compelling executive success narratives.

• Foster relationships with customer leadership teams.

• Identify and proactively address strategic risks.

• Coordinate cross-functional teams within a matrixed environment.

• Assist customers with case and incident management as a subject matter expert.

• Manage customer communications and executive involvement during significant incidents.

• Propel Signature Success delivery, renewals, and growth through executive partnerships.

• Design strategic success roadmaps that align Salesforce platform development with corporate goals.

• Lead critical initiatives across Sales, Product, and Engineering.

• Oversee the integration of autonomous AI agents and digital coworkers, ensuring strategic guardrails and ethical alignment.

• Utilize usage telemetry and predictive analytics to detect attrition risks and operational challenges.

• Provide executive leadership and crisis governance during major incidents.

• Mentor internal account teams and coach talent on enterprise environments and AI-enhanced workflows.

• Offer executive-level advice on Salesforce’s innovation cycle and the adoption of new features.

⛳️ Requirements

• 7+ years of relevant experience in Customer Success, strategic leadership, SaaS platform management, or similar strategic consulting domains preferred.

• Outstanding communication and presentation abilities, including influence at the executive and C-level.

• Capacity to analyze technical concepts and convey them in business terms.

• Skill in translating business requirements into technical features.

• Experience engaging with enterprise-level customers.

• Background in leading cross-functional teams to meet customer needs or execute projects.

• 7+ years of support for complex, enterprise-scale Sales Cloud implementations.

• 6+ years of experience with complex, enterprise-scale Sales Cloud deployments.

• In-depth knowledge of sales transformation and revenue operations excellence.

• Profound understanding of Sales Cloud architecture for global enterprises.

• Familiarity with Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, and Sales Programs.

• Comprehension of the Sales Cloud ecosystem, including Revenue Cloud CPQ, Marketing Cloud, Data Cloud, and Tableau for sales analytics.

• Ability to guide discussions on revenue operations strategy and sales transformation.

• Multiple Salesforce certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator.

• 6+ years of expertise in supporting complex, enterprise-scale Service Cloud deployments.

• Expert knowledge of service transformation and modernization of contact centers.

• Thorough understanding of Service Cloud architecture for global contact centers.

• Proficiency with Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, and Swarming.

• Familiarity with the Service Cloud ecosystem, including Field Service, Experience Cloud, Slack, Data Cloud, and Einstein Analytics for Service.

• Capability to guide discussions on customer experience strategy and service transformation.

• Multiple Salesforce certifications, including Service Cloud, Field Service, and Advanced Administrator.

• Preferred: experience in thought leadership, global Sales Cloud and Service Cloud transformation, involvement in beta programs or customer advisory boards, and knowledge of AI-powered selling and Agentforce capabilities.

🏝️ Benefits

• Time off programs.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Mental health support.

• Paid parental leave.

• Life insurance.

• Disability insurance.

• 401(k).

• Employee stock purchasing program.

• Incentive compensation, where applicable.

• Equity, where applicable.

• Reasonable accommodation during the application or recruiting process.