Director of Customer Success Manager (Retail)

Join Salesforce as a Director of Customer Success Manager (Retail). In this high-visibility role, you will 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. You will also orchestrate cross-functional teams, manage complex incidents, and provide executive leadership during major incidents.

• Establishing and maintaining deep-seated relationships with the customer’s leadership team to identify and mitigate strategic risks.
• Driving a holistic success strategy that aligns Salesforce’s platform capabilities with the customer’s long-term business objectives.
• Leading high-stakes, cross-functional initiatives across matrixed internal teams to deliver seamless solutions for complex enterprise challenges.

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization including executive and C-level
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
• Experience working with Enterprise-level customers
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
• Experienced business professional, preferably with 7+ years of relevant industry expertise in Customer Success, Strategic leadership, SaaS platform use, or related strategic consulting fields
• 6+ years expertise supporting complex, enterprise-scale Service Cloud deployments
• Expert knowledge of service transformation and contact center modernization
• Multiple Salesforce certifications including Service Cloud, Field Service, Advanced Administrator
• Deep 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, Swarming
• Understanding of Service Cloud + ecosystem (Field Service, Experience Cloud, Slack, Data Cloud, Einstein Analytics for Service)
• Ability to guide customer experience strategy and service transformation discussions
• Thought 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) transformations
• Participation in Sales/Service Cloud beta programs or customer advisory boards
• Deep understanding of AI-powered selling and Agentforce capabilities