Customer Success Manager, Director – Retail

🔥 19 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $205.8k - $298.4k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

📋 Description

• 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

• 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

• 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