Salesforce
Director, Customer Success Management (MuleSoft)
Salesforce, Chicago, Illinois, United States, 60290
Director, Customer Success Management (MuleSoft)
Overview
We are looking for a leader to join our Account Success team within MuleSoft. MuleSoft is a leading platform for building an integrated AI foundation. To power AI and digital transformation initiatives, organizations must bring all of their data, systems, and processes to bear. MuleSoft’s all-in-one platform enables teams to deliver agentic AI experiences across the enterprise with seamless connectivity, automation, and control. This role leads the adoption of MuleSoft’s products for customers on the Signature Success Plan, including renewals and growth across teams, aligning closely with Territory Sales, Renewals, and Success Plan Sellers, Support, and Product teams. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
Your Impact
Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)
Lead a team of 8-12 CSMs, fostering growth and excellence
Address and resolve customer blocking issues as a leader representing Salesforce
Implement strategies for Signature Success Plan renewals across teams
Work closely with peers and selling partners on capacity planning for Signature obligations
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved
Demonstrated competency of working in cross-functional teams (e.g., Sales, Support, Delivery) and the ability to leverage resources and build relationships internally and externally
Escalation management: effectively manages customer escalations (support, relationship, commercial issues) with hands-on guidance and coaching
Communicates effectively at the appropriate level with customers (VP/C-level) to secure long-term growth, retention, and be a trusted advisor
Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training
Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI)
Stay informed on market trends, risks, and opportunities specific to customers and industries, and communicate insights to Territory & OU leaders
As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth
Minimum Requirements
Possess a minimum of 5+ years in people management roles with direct experience in customer success team management and first line management experience
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks
Entrepreneurial and "lead from the front". You are a proven leader with deep experience leading technical organizations, driving results while balancing empathy and a people-first culture
Strong emotional intelligence for customers and delivering customer support like you expect to receive it
You know what to say and how to say it. Demonstrable experience building strong internal and external relations and influencing outcomes
Familiarity with Salesforce's product offerings, services, and the larger industry landscape
Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware, API management, integration platforms
Experience in driving MuleSoft adoption methodology (e.g., Catalyst)
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant)
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
Experience working with Enterprise-level customers
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.
Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. The company values equality and inclusion in the workplace. Recruiting, hiring, and promotion decisions are based on merit.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Some roles may be eligible for incentive compensation, equity, and benefits. Details about company benefits are available at https://www.salesforcebenefits.com. Salary ranges may vary by location.
For New York-based roles, the base salary range is $202,700 to $293,900. For Illinois-based roles, the base salary range is $185,500 to $268,900.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Software Development, IT Services and IT Consulting, and Technology, Information and Internet
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Your Impact
Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)
Lead a team of 8-12 CSMs, fostering growth and excellence
Address and resolve customer blocking issues as a leader representing Salesforce
Implement strategies for Signature Success Plan renewals across teams
Work closely with peers and selling partners on capacity planning for Signature obligations
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved
Demonstrated competency of working in cross-functional teams (e.g., Sales, Support, Delivery) and the ability to leverage resources and build relationships internally and externally
Escalation management: effectively manages customer escalations (support, relationship, commercial issues) with hands-on guidance and coaching
Communicates effectively at the appropriate level with customers (VP/C-level) to secure long-term growth, retention, and be a trusted advisor
Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training
Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI)
Stay informed on market trends, risks, and opportunities specific to customers and industries, and communicate insights to Territory & OU leaders
As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth
Minimum Requirements
Possess a minimum of 5+ years in people management roles with direct experience in customer success team management and first line management experience
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks
Entrepreneurial and "lead from the front". You are a proven leader with deep experience leading technical organizations, driving results while balancing empathy and a people-first culture
Strong emotional intelligence for customers and delivering customer support like you expect to receive it
You know what to say and how to say it. Demonstrable experience building strong internal and external relations and influencing outcomes
Familiarity with Salesforce's product offerings, services, and the larger industry landscape
Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware, API management, integration platforms
Experience in driving MuleSoft adoption methodology (e.g., Catalyst)
Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant)
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
Experience working with Enterprise-level customers
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.
Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. The company values equality and inclusion in the workplace. Recruiting, hiring, and promotion decisions are based on merit.
In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Some roles may be eligible for incentive compensation, equity, and benefits. Details about company benefits are available at https://www.salesforcebenefits.com. Salary ranges may vary by location.
For New York-based roles, the base salary range is $202,700 to $293,900. For Illinois-based roles, the base salary range is $185,500 to $268,900.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Software Development, IT Services and IT Consulting, and Technology, Information and Internet
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr