Salesforce · 3 days ago
Director, Customer Success Management
McLean, VA
Full-time
Hybrid
Lead/Staff, Director/Executive
$171K/yr - $273K/yr
5+ years expSalesforce is the #1 AI CRM, dedicated to driving customer success through innovation and technology. The Director of Customer Success Management will lead a team of Customer Success Managers, focusing on high-value customer engagements and ensuring customer satisfaction while aligning Salesforce solutions with business priorities.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead, mentor, and promote successful Customer Success Managers (CSMs)
Address and resolve customer issues as a leader representing Salesforce
Proactively identify renewal risks and develop action plans and strategies to mitigate risk
Develop an in-depth understanding of your customers’ business and critical priorities, and align Salesforce solutions to them
Work closely with peers and selling partners on capacity planning for Signature obligations
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved
Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management
Serve as Director-level escalation and pursue each critical issue as an opportunity to drive the customer relationship
Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution
Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives
Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
Qualification
Required
Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management
Experience developing and applying analytics adoption frameworks and value realization methodologies, such as Tableau Blueprint
Experience supporting the Intelligence Community or Department of Defense, working with cleared personnel or military customers
Demonstrated experience teaching data analytics, data literacy, business intelligence, and guiding use case development
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks
Entrepreneurial and 'lead from the front'. You're a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture
You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence
You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships
Familiarity with Salesforce's product offerings, services, and the larger industry landscape
Deep knowledge of data and analytics market trends—including emergent technologies like agentic AI—and proven success partnering with account teams and executive customers to drive Signature product penetration in the national security space
Preferred
Experience with Salesforce, Tableau and/or a competing platform
Active TS/SCI clearance with a counterintelligence (CI) polygraph, and preferably a full-scope polygraph from an appropriate agency
Salesforce product certifications are a plus (Tableau Desktop Specialist, Tableau Server Administrator, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant)
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
Experience working with Enterprise-level customers
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
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
Recent News
2026-01-23
2026-01-23
Company data provided by crunchbase