Customer Success Manager, Director – Retail

Salesforce

. Serve as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts .

Posted 9/28/2026full-timeRemote • California • United StatesLead💰 $205,800 - $298,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and strategic leadership, with a strong focus on driving business objectives through Salesforce platform solutions. Capable of leading cross-functional teams and delivering executive-level guidance on sales and service transformation initiatives.

Highest-signal resume keywords

Customer Success ExpertiseSales Cloud DeploymentService Cloud DeploymentSalesforce CertificationsCross-Functional Team Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Sales TransformationRevenue Operations ExcellenceSales Cloud ArchitectureService Cloud ArchitecturePredictive AnalyticsTechnical Concept AnalysisBusiness Requirement MappingCrisis GovernanceAI-Augmented WorkflowsCustomer Experience Strategy

Soft Skills

Exceptional CommunicationExecutive InfluenceRelationship BuildingMentoringCrisis Management

Tools & Technologies

Agentforce SDREinstein Conversation InsightsRevenue IntelligenceSales ProgramsField ServiceExperience CloudSlackData CloudEinstein AnalyticsTableau

Certifications & Qualifications

Sales Cloud CertificationService Cloud CertificationField Service CertificationAdvanced Administrator Certification

Industry Keywords

SaaS PlatformEnterprise-Level CustomersStrategic ConsultingCustomer Advisory BoardsAI-Powered Selling

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

Serve as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts
Drive holistic success strategies aligned with customers’ long-term business objectives
Quantify customer investment impact and transform technical milestones into measurable ROI and executive-level success stories
Build relationships across customer leadership teams
Identify and proactively mitigate strategic risks
Orchestrate cross-functional teams in a matrixed environment
Guide customers through case and incident management as a subject matter expert
Coordinate customer communications and executive engagement during major incidents
Drive Signature Success delivery, renewals, and expansion through executive partnerships
Architect strategic success roadmaps connecting Salesforce platform evolution to corporate objectives
Lead high-stakes initiatives across Sales, Product, and Engineering
Govern integration of autonomous AI agents and digital coworkers, including strategic guardrails and ethical alignment
Use usage telemetry and predictive analytics to identify attrition risks and operational bottlenecks
Provide executive leadership and crisis governance during major incidents
Mentor internal account teams and coach talent on enterprise environments and AI-augmented workflows
Deliver executive-level guidance on Salesforce’s innovation cycle and new feature adoption

Requirements

What you’ll need

7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fields preferred
Exceptional communication and presentation skills, including executive and C-level influence
Ability to analyze technical concepts and translate them into business terms
Ability to map business requirements into technical features
Experience working with enterprise-level customers
Experience leading cross-functional teams to resolve customer needs or projects
7+ years supporting complex, enterprise-scale Sales Cloud deployments
6+ years 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
Knowledge of Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, and Sales Programs
Understanding of Sales Cloud ecosystem, including Revenue Cloud CPQ, Marketing Cloud, Data Cloud, and Tableau for sales analytics
Ability to guide revenue operations strategy and sales transformation discussions
Multiple Salesforce certifications, including Sales Cloud, Revenue Cloud, and Advanced Administrator
6+ years 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
Knowledge of Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, and Swarming
Understanding of Service Cloud ecosystem, including Field Service, Experience Cloud, Slack, Data Cloud, and Einstein Analytics for Service
Ability to guide customer experience strategy and service transformation discussions
Multiple Salesforce certifications, including Service Cloud, Field Service, and Advanced Administrator
Preferred: thought leadership experience, global Sales Cloud and Service Cloud transformation experience, participation in beta programs or customer advisory boards, and understanding of AI-powered selling and Agentforce capabilities

Benefits

Comp & perks

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