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Key statistics

The identity block — every fact is canon, none is generated.

2 of 8

Track

Executive

Family rungs priced

E1 · E2 · E3 · E4 · E5

11-0000

sales

Coordinates

3 / 4 spaces

pay@2 · 2026-07

What this role is

Senior executive who leads the enterprise-wide customer success and retention organization. At the Senior Director (Executive) (E2) level, the role owns multiple functions or a major area, multi-function strategy and risk, and drives major-area outcomes. Leads function leaders.

What this level does

Leads multiple customer-facing functions (CRM/Lifecycle, customer service/support, analytics enablement) through VPs, integrating them into a unified retention-and-growth engine.
Makes cross-functional resourcing and platform-investment decisions on CDP, marketing automation, and predictive intelligence that materially affect customer-base economics and company revenue viability.
Negotiates critical enterprise agreements — data platform, agency, and channel partnerships — with top vendor and internal leaders.
Sets segmentation, propensity-model, and next-best-action standards spanning divisions to maximize lifetime value across the full customer journey.
Consolidates CRM budget, forecast, and P&L across business units, arbitrating trade-offs between retention, acquisition-support, and loyalty investment.

Knowledge applied: Applies cross-functional judgment across CRM, service/support, and analytics, translating abstract, high-consequence customer-base economics into platform and channel decisions.
Complexity & problem solving: Addresses cross-functional, abstract issues where decisions on retention investment, data platforms, and channel strategy may impact company revenue viability.
Collaboration & interaction: Negotiates critical platform, agency, and partnership matters with top internal and vendor leaders across multiple functions.
Typical experience: 15+ years, with strategic leadership of multiple customer-facing functions or significant business units.

Skills at this level

Lifecycle Marketing Strategy: — Builds and optimizes an always-on lifecycle strategy across the full customer journey — engagement, retention, and revenue through owned channels — and evolves the CRM approach into true Lifecycle Marketing.
CRM P&L and Financial Ownership: — Owns the full financial picture for CRM including budget management, sales forecasting, and P&L accountability across Email, SMS, Loyalty, and lifecycle automation.
Customer Segmentation: — Divides the customer base into groups for targeted engagement and campaigns, developing segmentation strategies in partnership with Analytics and Research across segments and products.
Predictive Modeling: — Develops propensity models, LTV modeling, and next-best-action decisioning to prioritize customer engagement and drive retention and revenue.
Customer Data Platform (CDP) Ownership: — Owns CDP and predictive intelligence platforms, driving cross-channel segmentation, LTV modeling, and touchpoint orchestration across the enterprise.
Data Privacy Compliance: — Governs adherence to data-privacy laws across CRM channels, including HIPAA, TCPA, and CAN-SPAM, as an enterprise-level risk and compliance obligation.
Marketing Automation: — Configures and directs workflows for email automation, lead nurturing, and lifecycle alerts to execute always-on customer touchpoint orchestration.
Campaign Management: — Plans, executes, and analyzes lifecycle marketing campaigns across owned channels, directing CRM managers and agency partners on results.
Attribution Modeling: — Attributes retention and revenue outcomes across owned channels to inform investment allocation across Email, SMS, Loyalty, and automation.
Executive Communication and Storytelling: — Prepares and presents CRM strategy and recommendations to executive leadership including the CEO, translating customer insight into board-level narrative.
Agency and Partner Management: — Manages agency partners' timelines, deliverables, and budgets and defines team structure to plan, execute, and analyze lifecycle campaigns at scale.
CRM Governance: — Serves as connective tissue between business objectives, customer insights, marketing performance, and lifecycle execution, and participates in a CRM Governance Council setting standards and priorities.
Strategic Account Relationship Leadership: — Maintains and enhances relationships with key and strategic clients to maximize customer lifetime value across the portfolio.

Model-authored from 15 retrieved sources, then adversarially reviewed by an independent judge panel and held to a minimum-evidence floor before publication. Distinct from corpus-extracted content, which is labelled as such.

Pay across the ladder

Customer Relationship Management — median with , by . Real canon data.

Pay figures are modeled estimates from our market equation — level-differentiated, with honest-wide bands. They refresh as new leveling evidence lands; treat per-role dollars as directional.

Demand — is the field growing, or just turning over?

SOC 11-0000 · national

Employment growth 2019–2024, BLS OEWSobserved

+50.0%Sales Managers · United States

402,600 → 603,710 jobs

49,000 openings / year, split into:

replacement / exits 46,088

Growth — new jobs (6%)Exits — backfill (94%)

6% of hiring here is genuine expansion; the rest backfills people who move on.

Projected growth 2024–34 expanding: +4.7%
Growth share of hiring: 6%
Exit / retention pressure high: 94%
Openings / year: 49,000

Two quantities, kept apart: observed = employment growth differenced from two BLS OEWS vintages (what already happened); projected = BLS Employment Projections 2024–34, openings decomposed into growth + exits (growth derived from projected employment change). Neither is a pay figure.

Where this role sits — growth vs. pay

level E2 held

Demand axis is projected growth (not raw openings — that just measures churn). A curated, de-duplicated set of recognizable occupations held at this level; this role is highlighted.

Where it pays — by metro

OEWS metro median

San Jose-Sunnyvale-Santa Clara, CA$593k

San Francisco-Oakland-Fremont, CA$532k

Washington-Arlington-Alexandria, DC-VA-MD-WV$492k

Boulder, CO$485k

Seattle-Tacoma-Bellevue, WA$485k

Boston-Cambridge-Newton, MA-NH$464k

Lexington Park, MD$453k

Trenton-Princeton, NJ$450k

Pay only — metro-level demand isn't in public data (it needs job postings). National median $356k; the demand-cube initiative will add growth-by-metro.

What changes across the ladder

Level-distinction canon isn't available for the adjacent levels of this profile yet.

Level differentiators

What separates E2 (E2 — Senior Director (Executive)) from the levels around it — this level only. Every word is real canon for this profile.

Scope: Multiple functions or a major area
Autonomy: Owns area-level strategy
Complexity: Multi-function strategy and risk
Impact: Major-area outcomes
Decision rights: Owns strategy and resourcing across functions
Leadership: Leads function leaders

Full level-by-level matrix (side by side across the ladder) lives on the Ladder drill-down — not here.

Promotion

The next rung from E2 is E3.

Performance criteria for this profile render in the assessment kit →

People also watch

Nearest coordinate neighbors — same , same level. Each row's (confident / review / no match) comes from its — computed, not curated.

Profile	Key	Median	Δ structural
Senior Customer Success Supervisor	jf_customer_relationship_management::M2	$121,755	confident0.06
Customer Success Representative	jf_customer_relationship_management::P2	$79,759	confident0.06
Customer Success Associate	jf_customer_relationship_management::S2	$47,314	confident0.06
VP, Customer Success	jf_customer_relationship_management::E1	$186,795	confident0.06

Capability cluster

O*NET 11-2022

Core to this role. Click any element with an ⓘ for its O*NET definition. A job-specific capability model (SkillFrame) will sharpen this and add worked examples.

The Job Swatch

E2

jf_customer_relationship_management::E2

SVP of Customer Success

Customer Relationship Management

The swatch is JobFrame's core primitive: a hueset deterministically by the role's superfunction, the profileKey as its color code, the level ladder, and a content fingerprint. Two swatches that look alike are alike.

Because every role carries computable coordinates, similarity, leveling, and pricing become measurable instead of arguable— the whole point of "Pantone for jobs."

Structural

structural@1

Where it sits— position in the work taxonomy + level (weighted Gower, level > function > focus).

Track: E
Superfunction: sales
Function: sales
Family: customer_relationship_management
Universal level: 2 / 8

Content

content@2

What it's about— a fingerprint over the role's tasks & capabilities.

Two roles can sit far apart structurally yet be close in content — that gap is itself a signal.

3-state matching

How any two swatches compare — a real distance in coordinate space, resolved to a calibrated verdict (never a fake "94% match").

Alliance Partnership · E2review0.17

Applications / Systems Engineering · E2review0.17

Clinical & Technical Sales Support · E2review0.17

Field Sales · E2review0.17

Inside Sales / Telemarketing · E2review0.17

Life Sciences & Medical Device Sales · E2review0.17

Editions — frozen & versioned

structural@1live

Released 2026-06-17

content@2live

Released 2026-07-28

pay@2live

Released 2026-07-02

semantic@1live

Released 2026-07-02

Coordinates belong to a frozen, versioned edition — a coordinate computed today still means the same thing next quarter. Re-fitting issues a new edition, so comparisons are never silently redefined.

How to read this profile

Every number here is traceable — to a named source, a stated method, and an as-of date — and each value is labeled by how we know it: observed from data, computed by a model, projected forward, or governed canon. Nothing is a black box, and nothing is invented to fill a gap.

Where every number comes from

What	Source & method	Edition	State
Median pay + range	JobFrame pay equation (function base × family multiplier × level × focus differential)	pay@2	computed
Pay across the ladder	Same equation applied at each universal level	pay@2	computed
Demand — growth & openings	BLS Employment Projections; openings decomposed into growth + exits	EP 2024–34	projected
Pay by metro	BLS OEWS metropolitan medians	OEWS 2024	observed
Level distinctions	JobFrame universal-level canon (scope · autonomy · complexity · impact · decision rights · leadership)	canon	canon
Capability cluster	O*NET Knowledge / Skills / Abilities	O*NET 11-2022	computed
Coordinates	JobFrame coordinate system — structural (weighted Gower) + content fingerprint	structural@1 · content@2 · pay@2 · semantic@1	computed
Related roles	Nearest neighbors in the structural coordinate space	structural@1	computed

The principles behind the numbers

Ranges, not false precision

Pay is P10 · median · P90, never a single misleading number.

Three honest states, never a fake %

Role matches resolve to confident / review / no-match — a calibrated verdict, not a made-up percentage.

Provenance on every value

Each number carries whether it's observed, computed, projected, or canon — so you always know how much to lean on it.

Gaps shown as gaps

When a figure isn't available at the grain you need, we say so — we don't fabricate a number to fill the cell.

Frozen, versioned editions

Pay and coordinate editions are pinned, so a comparison you make today still means the same thing next quarter.

Privacy by min-N

Any aggregate over people is suppressed below a minimum count, so no individual is identifiable.

Freshness

As of2026-07-30Editioncanon-v2@2.1.0-completeSourcecanon-v2 cell + salary-benchmark (model)