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

Note: The job is a remote job and is open to candidates in USA. Salesforce is the #1 AI CRM, and they are seeking a Customer Success Manager, Director to serve as a Strategic Value Partner for their most complex and high-impact customer accounts. This role involves driving a holistic success strategy that aligns Salesforce’s capabilities with customer objectives, managing cross-functional teams, and quantifying the business impact of Salesforce investments.ResponsibilitiesExecutive 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 investmentBusiness 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 outcomesComplex Program Management: Lead high-stakes, cross-functional initiatives across matrixed internal teams (Sales, Product, Engineering) to deliver seamless solutions for the most complex enterprise challengesAI 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 adoptionRisk 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 businessComplex Incident Governance: Provide executive leadership and crisis governance during major incident, managing high-pressure communications and human-agent interventions to protect the customer’s mission-critical operationsMentorship & Organizational Development: Act as a “multiplier” by mentoring internal account teams and coaching talent on navigating high-stakes enterprise environments and emerging AI-augmented workflowsStrategic Business Insight: Deliver proactive, executive-level guidance on Salesforce’s innovation cycle, ensuring customers are positioned to capitalize on new features while maintaining a stable and scalable technical environmentSkillsExperienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, strategic leadership, SaaS platform use, or related strategic consulting fieldsExceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-levelSkills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical featuresAbility to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partnersExperience working with Enterprise-level customersExperience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects7+ years experience supporting complex, enterprise-scale Sales/Service Cloud deployments6+ years expertise supporting complex, enterprise-scale Sales Cloud deploymentsExpert knowledge of sales transformation and revenue operations excellenceDeep understanding of Sales Cloud architecture for global enterprises (multi-currency, multi-language, complex hierarchies)Knowledge of advanced capabilities: Agentforce SDR, Einstein Conversation Insights, Revenue Intelligence, Sales ProgramsUnderstanding of Sales Cloud + ecosystem (Revenue Cloud CPQ, Marketing Cloud, Data Cloud, Tableau for sales analytics)Ability to guide revenue operations strategy and sales transformation discussionsMultiple Salesforce certifications including Sales Cloud, Revenue Cloud, Advanced Administrator6+ years expertise supporting complex, enterprise-scale Service Cloud deploymentsExpert knowledge of service transformation and contact center modernizationDeep understanding of Service Cloud architecture for global contact centers (multi-site, 24/7 operations, complex routing)Knowledge of advanced capabilities: Agentforce Service Agent, Einstein Conversation Mining, Service Intelligence, SwarmingUnderstanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service)Ability to guide customer experience strategy and service transformation discussionsMultiple Salesforce certifications including Service Cloud, Field Service, Advanced AdministratorThought leadership experience (Dreamforce, Sales/Service transformation topics)Experience with global Sales Cloud (thousands of sales users, complex sales motion) and Service Cloud (thousands of agents, omni-channel at scale, complex telephony) transformationsParticipation in Sales/Service Cloud beta programs or customer advisory boardsDeep understanding of AI-powered selling and Agentforce capabilitiesBenefitsCertain roles may be eligible for incentive compensation, equity, and benefits.Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.Company OverviewSalesforce is a cloud-based software company that provides customer relationship management software and applications. It was founded in 1999, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is https://www.salesforce.com.Company H1B SponsorshipSalesforce has a track record of offering H1B sponsorships, with 324 in 2026, 1883 in 2025, 2296 in 2024, 1850 in 2023, 2849 in 2022, 2124 in 2021, 1960 in 2020. Please note that this does not guarantee sponsorship for this specific role.