Salesforce · 1 day ago
Customer Success Manager, Director (Expansion & Growth)
San Francisco, CA
Full-time
Onsite
Director/Executive
$145K/yr - $294K/yr
8+ years expSalesforce is the #1 AI CRM, seeking a Customer Success Manager, Director focused on Expansion & Growth. This role involves serving as a strategic partner for enterprise customers, ensuring their success through the adoption and optimization of AI technology, and driving business growth through customer engagement and expansion strategies.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
Serve as the single point of customer accountability responsible for orchestration, value realization, adoption, and expansion
Orchestrate the Relationship: Serve as the strategic partner for the customer, collaborating with Professional Services during the implementation phase to ensure a seamless transition to adoption and long-term value realization
Drive Consumption: Proactively manage and maintain the roadmap for purchased licenses and consumption credits. Drive and optimize usage aligned to the consumption plan to ensure the customer is getting full value from their spend
Remove Barriers: Act as the primary orchestrator to remove blockers for adoption. Address user questions, technical hurdles, and business process friction that prevents the scaling of Agentforce
Demonstrate ROI: Define, track, and demonstrate quantifiable business impact and ROI. Move the conversation from "usage" to "value" (e.g., efficiency gains, cost reductions) to drive long-term value realization
Trusted Advisor: Act as a subject matter expert, guiding customers on best practices for AI-powered workflow transformation. Deeply understand their unique culture to tailor the success program
Executive Relationships: Represent Salesforce with expertise and credibility, partnering with and presenting to senior client executives and cross-functional stakeholders
Identify New Use Cases: Proactively scout the customer’s business to identify new opportunities and use cases to satisfy customer goals
Drive Expansion: Build the business case for expanding consumption for existing use cases and pitching products against emerging customer needs. Partner with the Sales team to secure renewals and drive the expansion of the contract
Voice of the Customer: Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues with a focus on outcomes, not just escalation
Partner with customer Architects to ensure the data foundation (Data Cloud) is optimized to support increased AI agent consumption, ensuring that technical debt doesn't throttle expansion
Partner with customer business leads to identify high-frequency supply chain friction points where deploying additional AI agents creates immediate, scalable credit utilization and ROI
Build and nurture a 'Champion Network' or 'Center of Excellence' (CoE) within the customer organization to drive bottom-up adoption and peer-to-peer advocacy of AI agents
Commercial Strategy & Lead Generation: Act as the primary engine for "In-Account" growth. You are responsible for identifying the signals that indicate a customer is ready for a contract upsell and partnering with Sales to build the business case for increased investment
Architect Consumption Growth: Own the "Consumption Flywheel." Partner with customer business leads to identify high-frequency supply chain friction points where deploying additional AI agents creates immediate, scalable credit utilization and ROI
Qualification
Required
8+ years of work experience, with at least 5+ years in Customer Success, Enterprise Sales, Professional Services, or Consulting with an enterprise SaaS solution
Experience working with complex enterprise software (ERP, MRP, supply chain, or workflow systems)
Proven track record of managing consumption-based accounts, driving utilization, and managing credit/usage burn-downs
A strategic, customer-centric approach to problem-solving to drive business value, not just resolve tickets
Exceptional communication and presentation skills with a proven ability to partner with and present to senior client executives
Strong project management skills, including scope control, timeline ownership, and executive-ready reporting
Demonstrated ability to thrive in fast-paced, high-growth environments, with a willingness to wear multiple hats and confidence challenging norms
Deep curiosity and fluency with AI and emerging technologies, with the ability to translate tech into customer outcomes
Preferred
Salesforce Certifications: Administrator, AI Associate, or Consultant certifications are a strong plus
Industry Context: Experience working with Enterprise-level customers in Supply Chain, Manufacturing, or Logistics sectors
Expansion Mindset: Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue
Experience with 'Land and Expand' account strategies, particularly in converting pilot projects into global enterprise-wide deployments
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Marc Benioff
Chair & CEO
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