Customer Success Manager, Director - Healthcare (Payer & Provider)

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. As a Customer Success Manager (CSM), Director, you will serve as a named resource and partner for Salesforce’s customer organizations. You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment. You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents. This CSM Director position will be aligned to the Healthcare (Payer & Provider) customer segment. Involvement may include supporting our Healthcare customers with their business priorities, aligning Salesforce capabilities to business outcomes, support of key events such as Open Enrollment & Welcome Season activities, key technical deployments, platform performance health and issue resolution and industry-specific adoption of our Core Clouds, Agentforce, and Data Cloud. This will require strong consultative and communication skills in addition to technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events. This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience. Your Impact Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic customers May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers  Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature Single point of customer accountability building and maintaining strong, trusted relationships Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts Minimum Requirements Experienced professional with 9 years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for custome ... (truncated, view full listing at source)