Customer Success Manager, Director - Core (Sales & Service) Clouds

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Salesforce is seeking a Customer Success Manager, Director to service as a Strategic Value Partner for Salesforce’s most complex and high-impact customer accounts. In this high-visibility role, you will move beyond tactical account management to drive a holistic success strategy that aligns Salesforce’s platform capabilities with the customer’s long-term business objectives. You will be responsible for quantifying the business impact of their investment, transforming technical milestones into measurable ROI and executive-level success stories. By fostering deep-seated relationships across the customer’s leadership team, you will identify and proactively mitigate strategic risks, ensuring platform stability and sustained growth. As a senior leader, you will orchestrate cross-functional teams in a matrixed environment, acting as an organizational multiplier who elevates the standard of excellence for our most strategic enterprise accounts. Customer success Managers guide customers through case and incident management as subject matter experts on their business context and impact. CSMs coordinate customer communications and executive engagement during major incidents, collaborating with internal and external stakeholders to address customer needs. We are looking for candidates who have experience supporting customers in one or more of the following industries: Life Sciences – Collaborates with life sciences companies to support digital health initiatives, regulatory compliance,  outcomes through the Salesforce platform (Direct experience with Life Sciences Cloud strongly preferred). Technology Media Telecommunication (TMT) – Works with technology companies, telecommunications providers, media organizations, and high-tech firms to accelerate innovation, improve customer success outcomes, and drive platform adoption at scale (Direct experience with Media Cloud strongly preferred). This is an Individual Contributor position. Your Impact Executive Management & ROI-Driven Engagement: serve as the ultimate point of accountability for Signature Success delivery, driving renewals and expansion by orchestrating executive-level partnerships and quantifying the tangible ROI of the Salesforce investment. Business Value Integration: Architect strategic success roadmaps that align Salesforce’s platform evolution with the customer’s long-term corporate objectives, ensuring technical milestones translate into holistic business outcomes. Complex Program Management: Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challenges. AI Governance & Guardrails: Govern the integration of autonomous AI agents and specialized digital coworkers, establishing the strategic guardrails and ethical alignment necessary for enterprise-scale AI adoption. Risk Management & Predictive Insight: Utilize deep usage telemetry and predictive analytics to identify and neutralize long-term (12-24 months) attrition risk and operational bottlenecks before they impact the business. Complex Incident Governance: Provide executive leaders ... (truncated, view full listing at source)