Salesforce
Customer Success Manager, Director - Retail
$171K–$298K
California - San Francisco · Office - Flexible · Director · Full-time · Posted Oct 5, 2026
- Experience
- 7+ years relevant industry expertise is preferred; 7+ years supporting complex enterprise-scale Sales/Service Cloud deployments; 6+ years each supporting complex enterprise-scale Sales Cloud and Service Cloud deployments.
About the job
Leads strategic customer success for Salesforce’s complex enterprise accounts, aligning platform capabilities with business goals, demonstrating ROI, managing risk and incidents, and guiding AI adoption.
What you'll do
- Develop success roadmaps and executive partnerships that connect Salesforce investments to measurable business outcomes and support renewals and expansion.
- Lead cross-functional programs, major-incident governance, and proactive risk management for enterprise customers.
- Establish governance and guardrails for enterprise AI adoption and mentor internal account teams.
What they ask for
- At least 7 years of relevant industry expertise preferred, in Customer Success, strategic leadership, SaaS platform use, or related consulting.
- At least 7 years supporting complex, enterprise-scale Sales/Service Cloud deployments; at least 6 years supporting complex enterprise-scale Sales Cloud deployments and at least 6 years supporting complex enterprise-scale Service Cloud deployments.
- Experience with enterprise customers and leading cross-functional teams to resolve customer needs or deliver projects.
- Multiple Salesforce certifications, including the specified Sales Cloud, Revenue Cloud, Service Cloud, Field Service, and Advanced Administrator certifications.
Nice to have
- Thought leadership experience, such as Dreamforce participation or speaking on Sales/Service transformation.
- Experience with global Sales and Service Cloud transformations, participation in beta programs or customer advisory boards, or deep knowledge of AI-powered selling and Agentforce.
Pay
$171,200 - $273,000 annually (base salary); $205,800 - $298,400 per year (base salary)
Tools
Sales Cloud, Service Cloud, Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Revenue Cloud CPQ, Marketing Cloud, Data Cloud
AI focus
Govern enterprise adoption of autonomous AI agents by setting strategic and ethical guardrails; guide customers on Agentforce and AI capabilities. The posting also states that AI tools assist with recruiting assessments, with humans making hiring decisions.
Model-written summary · the original posting is authoritative