Director, Customer Success Management - Commerce Cloud

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. Applications will be accepted until 11/30/2026. The Director, Customer Success Management leads a team of Customer Success Managers dedicated to our Commerce Cloud customer base. This is a people-leader role, responsible for the performance, growth, and effectiveness of frontline CSMs and the overall health and value realization of the Commerce Cloud portfolio they support. The Director partners closely with Territory, Sales, and Cloud leadership to align success strategy with revenue and retention goals. Your Impact • Manage and coach a team of Customer Success Managers focused on Commerce Cloud accounts, including performance management, career development, and skill building • Support frontline managers and CSMs in managing and resolving complex customer escalations • Partner with Territory and Cloud peers and Selling partners to forecast renewals, expansion opportunities, and risk across the team's book of business • Ensure the team is enabled on the current and future state of the Commerce Cloud offer, including new product capabilities and best practices • Maintain a clear, current view of trends, risks, and opportunities across the customers and industries the team covers, and communicate these regularly to Territory and OU leaders • Drive consistent adoption of the Signature Success methodology and entitled deliverables across the team's portfolio • Own team-level operating cadence: pipeline/forecast reviews, QBRs, escalation triage, and resource allocation • Collaborate cross-functionally with Sales, Product, Support, and Professional Services to remove blockers to customer value realization Minimum Qualifications • 8+ years of experience in customer success, account management, or a related customer-facing role, with direct experience on the Commerce Cloud platform (or equivalent B2C/B2B commerce platform experience) • 3+ years of people management experience, ideally managing customer-facing teams • Proven track record managing escalations and driving resolution across a portfolio of enterprise accounts • Strong forecasting and business-planning skills, with experience partnering with sales leadership • Excellent executive communication skills, with experience reporting to senior/OU leadership Preferred Qualifications • Salesforce Commerce Cloud (B2C Commerce) certification(s) • Experience building or scaling a CSM team • Background in retail, commerce, or digital experience industries 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 r