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