Senior Director, Customer Success Management

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

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 scale a high-performing, multi-tiered Customer Success organization across the EMEA region.

• Attract, onboard, and retain top talent, fostering a culture of continuous learning, psychological safety, and cross-functional collaboration.

• Provide strategic coaching, mentorship, and leadership pathways for direct reports and the broader organization.

• Drive workforce planning, organizational design, and talent allocation strategies to support regional scale.

Customer Success Strategy & Growth

• Develop and execute comprehensive retention and growth strategies to secure renewals and maximize product adoption.

• Partner with Renewals and Sales leadership to expand Net New Annual Contract Value (ACV) and improve customer health scores.

• Standardize the execution of customer success methodologies to ensure consistent, repeatable value delivery across all customer accounts.

Executive Customer Engagement

• Serve as the executive sponsor and senior escalation point for strategic enterprise accounts.

• Build trusted, long-term relationships with C-suite stakeholders and technology leaders within client organizations.

• Lead complex, value-driven business discussions centered on digital transformation, platform adoption, and business outcomes.

Operational Excellence

• Collaborate with Customer Success Operations to define the customer lifecycle, optimization channels, and engagement touchpoints.

• Manage organizational structures, compensation frameworks, and resource capacity planning effectively.

• Establish, monitor, and analyze key performance indicators (KPIs) to drive data-backed strategic decisions.

• Architect and execute a human-led, agent-powered customer success ecosystem that leverages modern AI tools to improve delivery velocity.

Market & Technical Leadership

• Ensure organization-wide technical readiness for new product introductions, platform capabilities, and emerging technologies.

• Analyze market trends, client feedback, and competitive dynamics to mitigate churn risks and uncover growth opportunities.

• Translate regional market insights into actionable feedback for global product and executive leadership teams.

Qualifications

Required Qualifications

• Bachelor’s degree or equivalent practical experience.

• 15+ years of professional experience in Customer Success, Account Management, Professional Services, or a related customer-facing function within the technology sector.

• 7+ years of experience leading and scaling multi-layered enterprise SaaS or cloud-focused customer organizations (including experience managing people managers).

• Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion.

• Exceptional communication, diplomatic negotiation, and consensus-building skills with a history of advising C-suite stakeholders.

• Demonstrated success leading large organizations through hyper-growth, structural evolution, or business transformation.

Preferred Qualifications

• Experience operating within a consumption-based or usage-based cloud business model.

• Deep familiarity with the Salesforce ecosystem, or complex enterprise architectures spanning CRM, Data, and AI platforms.

• Strategic understanding of hyperscaler landscapes (e.g., AWS, Microsoft Azure, Google Cloud).

• Experience collaborating with Global Systems Integrators (GSIs) and enterprise technology partners.

• A sophisticated conceptual understanding of AI capabilities, large language models, and agentic workflows, with the ability to translate technical features into enterprise business value.

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 reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

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.