1,442 Director Of Customer Success jobs in the United States

As Relyance AI’s Sr. Director of Customer Success , you will be responsible for overseeing a global team of Customer Success Managers (CSMs) and Professional Services, including deployments, implementations, and education. In this role, you will be the escalation point for customers and will hold ownership of Gross Revenue Retention (GRR) and PS margins/utilization, time to deploy, and time to value

You will play a pivotal role in shaping the customer journey, driving customer satisfaction, and ensuring the success of our customer base.

As a Sr. Director of Customer Success, your role will include:

• Lead and manage a global team of CSMs and Professional Services, providing guidance, coaching, and support to ensure high performance and professional development across all functions.
• Oversee the successful deployment and implementation of Relyance AI solutions for customers, ensuring timely and effective onboarding.
• Serve as the primary escalation point for customer issues, working to resolve complex problems and ensure customer satisfaction.
• Own and drive GRR, developing strategies and initiatives to maximize customer retention and identify opportunities for growth.
• Develop and implement comprehensive customer success strategies and processes to enhance the customer journey and drive customer loyalty, from initial deployment through ongoing value realization.
• Collaborate with cross-functional teams, including sales, support, and product, to align on customer needs and ensure a seamless customer experience from pre-sales to post-implementation.
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in customer success and professional services initiatives.
• Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate.
• Monitor and report on key customer success and professional services metrics, providing regular updates to senior management.

This role could be a fit for you if you bring:

• 5+ years of experience in a customer success leadership role in a SaaS environment.
• 5+ years in a highly technical post sales in PS and also managing CSM teams globally
• 3+ years of experience leading global teams, including but not limited to India.
• Proven experience overseeing professional services, including software deployments, implementations, and managing CSM with focus on renewal (GRR).
• Strong leadership and team management skills, with the ability to inspire and motivate a global team across diverse functions.
• Strategic thinker with a focus on driving customer retention, satisfaction, and growth.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Strong problem-solving and conflict-resolution skills.
• Experience with customer success platforms and tools.
• In-depth understanding of customer success and professional services best practices and methodologies.

Bonus points for:

• Experience in the security, privacy, or governance space.
• Familiarity with Relyance AI’s product and market.

Working at Relyance AI

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other. We deconstruct failures to learn from them and take great pride in our successes; celebrating both. Relyance AI is proud to be an equal-opportunity employer. We celebrate representation and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location. As such, the base salary pay range for this role is $220,000 to $260,000.

For our customers who wish to get the most value out of their Salesforce investment, they purchase our Signature Success Plan which aligns a Customer Success Manager. When customers have Signature, they unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. Our CSMs are integral in delivering a great experience and maximum value on the platform.

As a Director-level Customer Success Manager (CSM), you will serve as a named resource and partner for 1-2 of Salesforce’s customers. You are a trusted advisor, forging deep cross-functional 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 Salesforce platform adoption, as well as technical and operational health which will help them to realize the maximum value out of their Salesforce investment. You will be accountable to identify KPIs, manage executive relationships, define a joint strategic roadmap, and ensure key Salesforce capabilities are aligned to the customer’s value proposition. You will also act as a point of contact for any major customer incidents and critically important peak events; responsible for managing expectations and communications through the resolution of such events. This role will manage one of the most strategic customers in our Technology vertical, and a perspective on the technology industry, trends, and opportunities will be critical. Success in the role will require functional and technical knowledge of the Salesforce platform, our core clouds (specifically Sales & Service) and the ability to work collaboratively across internal and external teams to provide a unified customer experience.

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers

• May act as lead CSM orchestrating multiple supporting CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)

• 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

• Delivers key Signature deliverables such as Roadmap, Entitlements, and Strategic Engagements

• Drives & communicates measurable value for both Product & Signature investment

• Experienced professional with 9+ years of relevant industry expertise in Sales / Service Operation Leadership, SaaS platforms / Customer Success, Management Consulting, and/or Solutions Architecture

• Knowledge of Salesforce Sales & Service CLoud 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 customers across multiple business verticals

• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level

• Ability to facilitate difficult discussions and be adept at handling objections

• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Experience with Salesforce Sales Cloud, Service Cloud, Communities Cloud

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant)

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers & large contracts

For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. We are looking for a leader to join our Account Success team focused on our High-Tech Enterprise customers. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

• Address and resolve customer blocking issues in collaboration with frontline managers.

• Execute strategies for Signature Success Plan renewals across teams.

• Work closely with peers and selling partners on capacity planning for Signature obligations.

• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.

• Partner with recruiting teams to orchestrate impactful talent acquisition events.

• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.

• Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.

• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.

• As a Territory or Cloud Manager, monitor key performance indicators, including Customer Health. using Customer Success Score and Salesforce Loyalty.

• As a Cloud Manager, be responsible for delivery metrics, ensuring consistent progress and results.

• Possess a minimum of 4+ years in leadership roles with direct experience in customer success and team management.

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Familiarity with Salesforce's ecosystem of solutions, and the larger industry landscape.

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.

• Demonstrate excellent communication skills to bridge between various teams and levels.

• Showcase a proven track record in talent management, including recruitment, retention, and development.

• Experience working with Enterprise-level customers.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

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

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

TheCustomer Success Adoption team is looking for a highly driven and collaborativeDirector to lead research and strategy forMarketing Cloud adoption . This is a high-impact, cross-functional role that blends rigorous research, data analysis, and executive-level communication to accelerate how customers realize value from their investment in Salesforce.
As part of a fast-paced and high-performing team, you will build adoption strategies grounded in customer behavior, industry trends, and Salesforce best practices. You'll lead qualitative and quantitative research efforts, analyze usage patterns across customer cohorts, and synthesize insights into strategic recommendations that influence product, customer success, and executive stakeholders alike.

Sample Projects You'll Lead

• Define adoption excellence strategies using lookalike customer cohorts to scale what works
• Build frameworks to reach admin and business users, capture goals, and measure progress toward business value
• Execute bridge plans that transition current customer success practices into future-state scalable models
• Lead industry research studies to inform Customer Success innovation across product lines
• Deliver high-impact presentations and narratives that engage VP- and SVP-level leaders with actionable insights

Your Impact

• Drive product adoption strategy through a combination of customer data, industry benchmarking, and Salesforce success patterns
• Translate complexity into executive-ready content that influences decisions at the highest levels
• Proactively identify trends, risks, and opportunities across the customer base to shape enterprise-wide strategy
• Partner across functions-including Product Management, Marketing, Data & Analytics, and Customer Success-to align on metrics and adoption frameworks
• Build scalable research programs that inform both near-term actions and long-term success motions

What We're Looking For

• 10+ years in management consulting, strategy, or customer success roles focused on B2C SaaS
• Proven ability to generate strategic insights that drive measurable business outcomes
• Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data
• Exceptional executive communication skills and comfort engaging senior leaders with clarity and confidence
• Deep experience leading qualitative and quantitative research in a business setting
• Skilled at cross-functional collaboration and navigating complex organizations with agility and influence
• Familiarity with CRM, SaaS adoption models, and the Salesforce ecosystem (Marketing Cloud a strong plus)

Preferred Qualifications

• MBA or advanced degree in business, analytics, or related field
• Proficiency in SQL and data visualization tools (e.g., Tableau)
• Experience with Excel-based modeling, cohort analysis, and business case development
• Passion for AI, innovation, and the future of customer success

Why Join Us?
This is more than a strategy role-it's your chance to shape how Salesforce helps customers move from purchase to real, measurable value. If you thrive at the intersection of insight and influence, strategy and storytelling, we'd love to meet you.

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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.

As Relyance AI’s Sr. Director of Customer Success , you will be responsible for overseeing a global team of Customer Success Managers (CSMs) and Professional Services, including deployments, implementations, and education. In this role, you will be the escalation point for customers and will hold ownership of Gross Revenue Retention (GRR) and PS margins/utilization, time to deploy, and time to value

You will play a pivotal role in shaping the customer journey, driving customer satisfaction, and ensuring the success of our customer base.

As a Sr. Director of Customer Success, your role will include:

• Lead and manage a global team of CSMs and Professional Services, providing guidance, coaching, and support to ensure high performance and professional development across all functions.
• Oversee the successful deployment and implementation of Relyance AI solutions for customers, ensuring timely and effective onboarding.
• Serve as the primary escalation point for customer issues, working to resolve complex problems and ensure customer satisfaction.
• Own and drive GRR, developing strategies and initiatives to maximize customer retention and identify opportunities for growth.
• Develop and implement comprehensive customer success strategies and processes to enhance the customer journey and drive customer loyalty, from initial deployment through ongoing value realization.
• Collaborate with cross-functional teams, including sales, support, and product, to align on customer needs and ensure a seamless customer experience from pre-sales to post-implementation.
• Analyze customer data and feedback to identify trends, opportunities, and areas for improvement in customer success and professional services initiatives.
• Build and maintain strong relationships with key customers, serving as a trusted advisor and advocate.
• Monitor and report on key customer success and professional services metrics, providing regular updates to senior management.

This role could be a fit for you if you bring:

• 5+ years of experience in a customer success leadership role in a SaaS environment.
• 5+ years in a highly technical post sales in PS and also managing CSM teams globally
• 3+ years of experience leading global teams, including but not limited to India.
• Proven experience overseeing professional services, including software deployments, implementations, and managing CSM with focus on renewal (GRR).
• Strong leadership and team management skills, with the ability to inspire and motivate a global team across diverse functions.
• Strategic thinker with a focus on driving customer retention, satisfaction, and growth.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Strong problem-solving and conflict-resolution skills.
• Experience with customer success platforms and tools.
• In-depth understanding of customer success and professional services best practices and methodologies.
• Experience in the security, privacy, or governance space.
• Familiarity with Relyance AI’s product and market.

At Relyance AI, we create an unreasonably hospitable and data-driven culture. We prioritize exceeding customer, and each other’s, expectations in every interaction. This means empowered team members solving problems proactively based on information, crafting personalized experiences, and radiating enthusiasm. Behind the scenes, trust and freedom allow team members to find creative solutions, while shared purpose and recognition fuel a spirit of greatness to truly wow customers and each other. We deconstruct failures to learn from them and take great pride in our successes; celebrating both. Relyance AI is proud to be an equal-opportunity employer. We celebrate representation and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location. As such, the base salary pay range for this role is $220,000 to $260,000.

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