Customer Success Manager, Director

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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.

The role We are seeking a Customer Success Manager, Director to partner directly with the Global VP of Slack Success and Support and the leadership team. They will drive alignment across cross-functional teams, lead executive prep for critical engagements, own internal communications and planning, and ensure reliable execution across highest strategic priorities. You They will support the leader be more prepared, more connected to customers, product and more focused on what matters. You’ll act as the link between central strategy and field execution.

What you'll do

Stay ahead and bring a point of view

• Track priorities, commitments, decisions, and risks. Flag conflicts, prep gaps, and open decisions early.
• Come with a recommendation. Use AI and agents to synthesize inputs and draft fast.

Prepare the Global VP for customer and executive engagements

• Turn programs, initiatives, and priorities into coordinated engagements, prep milestones, decisions, and follow-ups.
• Work with the leadership team, account teams, product leaders, and exec admins to prepare for customer meetings, briefings, and strategic engagements.
• Exec presence and partnership with Slack ELT , Cloud Success LT, Chief of Staff team and COO org.
• Write concise briefs: relationship history, priorities, objectives, key messages, and needed decisions.
• Make sure the right people attend, prep is on time, and customer commitments have clear next steps and owners.
• Keep continuity across engagements so the Global VP has the context to build strong customer relationships.

Alignment in the new delivery model

• Align the two teams on shared customers, priorities, and escalations, and surface where they need to work better together.
• Drive Slack culture- Celebrate Success and share learnings

Run communications and the leadership rhythm

• Coordinate internal and external messaging, timing, and approvals.
• Own content for Open Doors, exec meetings, talk tracks, and comms.
• Run the rhythm of the business: leadership meetings, All Hands (ATC), planning sessions, and the team V2MOM.
• Drive comms for global initiatives (customer health, attrition, operational excellence).
• Prepare content for high-stakes business reviews, working with Business Partners so CS metrics are accurate.
• Coordinate with customer marketing - whitepapers, blogs and customer videos

What you bring

• 7+ years in business operations, CS/Support strategy, or program management in SaaS
• Credibility and influence with VPs and above, plus data-driven input to decisions
• Excellent writing, and the ability to turn complexity into concise briefs and executive-ready Google Slides
• Sound judgment, discretion, and comfort with ambiguity
• A proactive, solution-oriented approach in a fast-paced environment

Nice to have

• Customer Success or Support background
• Knowledge of Salesforce products
• Ability to translate technical knowledge
• Fluency in Google Workspace, Slack, and AI tools

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain 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. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $171,200 - $273,000 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $205,800 - $298,400 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.