• 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
• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

• Strong forecasting and business-planning skills, with experience partnering with sales leadership
• Proven track record managing escalations and driving resolution across a portfolio of enterprise accounts
• 3+ years of people management experience, ideally managing customer-facing teams
• Excellent executive communication skills, with experience reporting to senior/OU leadership
• 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)
• Background in retail, commerce, or digital experience industries
• Experience building or scaling a CSM team
• Salesforce Commerce Cloud (B2C Commerce) certification(s)

• End Date: October 16, 2026