Salesforce
Technology
SeniorDirector,CustomerSuccessManagement
Neural analysis suggests this role is
optimal for Director candidates.
“Senior Director, Customer Success Management at Salesforce. Skills: Customer Success, Enterprise SaaS, AI, CRM. Lead, develop, and scale a high-performing, multi-tiered Customer. Attract, onboard, and retain top talent”
What You'll Achieve.
Customer retention; Success plan renewals; Expansion opportunities; Overall customer outcomes; Maximize product adoption; Improve customer health scores; Ensure consistent value delivery; Ensure repeatable value delivery; Mitigate churn risks; Uncover growth opportunities
Industry & Context.
What They're Looking For.
Must Have
Bachelor's degree or equivalent practical experience, 15+ years professional experience in Customer Success, Account Management, Professional Services, or related customer-facing function in technology, 7+ years experience leading and scaling multi-layered enterprise SaaS or cloud-focused customer organizations, Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion, Exceptional communication, diplomatic negotiation, and consensus-building skills, History of advising C-suite stakeholders, Demonstrated success leading large organizations through hyper-growth, structural evolution, or business transformation
Nice to Have
Experience operating within a consumption-based or usage-based cloud business model, Deep familiarity with the Salesforce ecosystem, Deep familiarity with complex enterprise architectures spanning CRM, Data, and AI platforms, Strategic understanding of hyperscaler landscapes, Experience collaborating with Global Systems Integrators (GSIs), Experience collaborating with enterprise technology partners, Sophisticated conceptual understanding of AI capabilities, Sophisticated conceptual understanding of large language models, Sophisticated conceptual understanding of agentic workflows, Ability to translate technical features into enterprise business value
What You'll Do.
and scale a high-performing
multi-tiered Customer
and retain top talent
Foster a culture of continuous learning
Foster psychological safety
Foster cross-functional collaboration
Provide strategic coaching
Provide leadership pathways
Drive workforce planning
Drive organizational design
Drive talent allocation strategies
Develop retention strategies
Develop growth strategies
Maximize product adoption
Partner with Renewals leadership
Partner with Sales leadership
Expand Net New Annual Contract Value (ACV)
Improve customer health scores
Standardize customer success methodologies execution
Ensure consistent value delivery
Ensure repeatable value delivery
Serve as executive sponsor
Serve as senior escalation point
long-term relationships with C-suite stakeholders
long-term relationships with technology leaders
Lead value-driven business discussions
Lead discussions on digital transformation
Lead discussions on platform adoption
Lead discussions on business outcomes
Collaborate with Customer Success Operations
Define the customer lifecycle
Define optimization channels
Define engagement touchpoints
Manage organizational structures
Manage compensation frameworks
Manage resource capacity planning
Establish key performance indicators (KPIs)
Monitor key performance indicators (KPIs)
Analyze key performance indicators (KPIs)
Drive data-backed strategic decisions
Architect customer success ecosystem
Execute customer success ecosystem
Leverage modern AI tools
Improve delivery velocity
Ensure organization-wide technical readiness
Analyze market trends
Analyze client feedback
Analyze competitive dynamics
Uncover growth opportunities
Translate regional market insights
Provide actionable feedback to global product teams
Provide actionable feedback to global executive leadership teams
How You'll Work.
Team & Collaboration
Cross-functional stakeholders; Sales leadership; Renewals leadership; Customer Success Operations; Global product teams; Global executive leadership teams
Communication Scope
Executive presentations; Diplomatic negotiation; Consensus-building
Full Job Description
_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. At Salesforce, we help organizations connect with customers through AI, Data, and CRM. Guided by our core values of trust, customer success, innovation, equality, and sustainability, we support positive impact while creating opportunities for employees to grow world-class careers. Customers seeking the highest level of partnership and expertise from Salesforce choose the Signature Success Plan. Signature Success provides proactive guidance, specialized expertise, and strategic support to help enterprise customers maximize value from their Salesforce investments. We are seeking a **Senior Director of Customer Success** to lead our Dublin-based Signature Success organization. In this executive leadership role, you will be responsible for customer retention, success plan renewals, expansion opportunities, and overall customer outcomes across a portfolio of enterprise customers. You will scale a high-performing Customer Success organization while partnering closely with Sales, Renewals, and cross-functional stakeholders to drive operational excellence and regional growth. **Key Responsibilities** **Leadership & Organizational Growth** * Lead, develop, and
Applying for this Senior Director, Customer Success Management role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Salesforce?
Real rants from real employees. Read before you apply.