Salesforce
Customer Success Director
- Salesforce
This role is a key leadership position within Salesforce, focused on delivering exceptional customer outcomes for enterprise life sciences clients in the Pharma and Med Tech sector. The Director will act as a trusted advisor, partner and strategic point of contact for our most sophisticated customers.
Role Summary The Customer Success Director will own the Signature experience for high‑value, multi‑org, multi‑cloud customers, coordinating cross‑functional teams to drive value, optimize adoption, and manage critical incidents and peak events.
Responsibilities
Serve as the primary customer advocate and executive‑level ambassador for a portfolio of enterprise life sciences accounts.
Build and maintain deep relationships with C‑level stakeholders, aligning business outcomes with Salesforce capabilities.
Monitor customers’ health, risk, and opportunities; proactively recommend platform optimization and feature adoption.
Lead incident response for major customer incidents, managing expectations and communications through resolution.
Coordinate internal resources (CSMs, technical, partner programs) to ensure seamless, unified Signature experience.
Champion key events such as product launches, technical deployments, and platform performance initiatives to achieve adoption and business success.
Minimum Requirements
9+ years of relevant industry experience in Customer Success, SaaS platform usage, project leadership, technology consulting, or solutions architecture.
Deep knowledge of Salesforce product and platform features, with understanding of enterprise architecture principles.
Strong consultative and executive‑level communication skills; proven track record as a trusted advisor driving business value.
Ability to facilitate challenging discussions and effectively handle objections.
Preferred Requirements
Experience with Salesforce Sales, Service, Health Clouds or comparable core industry platforms.
Salesforce certifications such as Agentforce Specialist, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder.
Experience working with enterprise‑level customers in the life sciences sector.
Accommodations If you require assistance due to a disability in applying for open positions, please submit a request via the Accommodations Request Form.
Posting Statement Salesforce is an equal‑opportunity employer, maintaining a policy of non‑discrimination against all employees and applicants for employment. We evaluate candidates 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 protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and all related processes.
In the United States, compensation for this position is based on 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, 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 can be found at https://www.salesforcebenefits.com.
Salary
Washington – $185,500 to $268,900
Illinois – $185,500 to $268,900
Massachusetts – $185,500 to $268,900
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- Salesforce
This role is a key leadership position within Salesforce, focused on delivering exceptional customer outcomes for enterprise life sciences clients in the Pharma and Med Tech sector. The Director will act as a trusted advisor, partner and strategic point of contact for our most sophisticated customers.
Role Summary The Customer Success Director will own the Signature experience for high‑value, multi‑org, multi‑cloud customers, coordinating cross‑functional teams to drive value, optimize adoption, and manage critical incidents and peak events.
Responsibilities
Serve as the primary customer advocate and executive‑level ambassador for a portfolio of enterprise life sciences accounts.
Build and maintain deep relationships with C‑level stakeholders, aligning business outcomes with Salesforce capabilities.
Monitor customers’ health, risk, and opportunities; proactively recommend platform optimization and feature adoption.
Lead incident response for major customer incidents, managing expectations and communications through resolution.
Coordinate internal resources (CSMs, technical, partner programs) to ensure seamless, unified Signature experience.
Champion key events such as product launches, technical deployments, and platform performance initiatives to achieve adoption and business success.
Minimum Requirements
9+ years of relevant industry experience in Customer Success, SaaS platform usage, project leadership, technology consulting, or solutions architecture.
Deep knowledge of Salesforce product and platform features, with understanding of enterprise architecture principles.
Strong consultative and executive‑level communication skills; proven track record as a trusted advisor driving business value.
Ability to facilitate challenging discussions and effectively handle objections.
Preferred Requirements
Experience with Salesforce Sales, Service, Health Clouds or comparable core industry platforms.
Salesforce certifications such as Agentforce Specialist, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder.
Experience working with enterprise‑level customers in the life sciences sector.
Accommodations If you require assistance due to a disability in applying for open positions, please submit a request via the Accommodations Request Form.
Posting Statement Salesforce is an equal‑opportunity employer, maintaining a policy of non‑discrimination against all employees and applicants for employment. We evaluate candidates 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 protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and all related processes.
In the United States, compensation for this position is based on 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, 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 can be found at https://www.salesforcebenefits.com.
Salary
Washington – $185,500 to $268,900
Illinois – $185,500 to $268,900
Massachusetts – $185,500 to $268,900
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