Salesforce
Overview
Director, Customer Success Management (MuleSoft) We are looking for a leader to join the 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. Your background should include a strong focus on customer success strategies, trends, and outcomes at the enterprise level, with the ability to research, synthesize, and develop insights and actions from market intelligence and 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
Demonstrate cross-functional collaboration with Sales, Support, Delivery, and other teams to leverage resources and build internal/external relationships
Escalation management: guide the team through customer escalations (support, relationship, commercial issues) with coaching and hands-on leadership
Communicate effectively with customers at VP/C-level to secure long-term growth and retention
Develop strategies to improve customer experience, team performance, morale, and cross-team cohesion
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 relevant to customers and industries; share insights with 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
5+ years in people management roles with direct experience in customer success team management and first-line management experience
Strong critical thinking; ability to use data and insights to identify trends and risks
Entrepreneurial and leader-focused; proven ability to drive results with empathy and a people-first culture
High emotional intelligence for customers and a commitment to delivering excellent customer support
Demonstrated ability to build strong internal and external relationships and influence outcomes
Familiarity with Salesforce product offerings and the broader industry landscape
Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware, API management, and integration platforms
Experience driving MuleSoft adoption methodologies (e.g., Catalyst)
Salesforce product certifications are a plus (AI, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud, Service Cloud, B2C Commerce Developer, Marketing Cloud, etc.)
Knowledge of Salesforce products and capabilities, best use, and deployment strategies
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 the 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 policy covers merit-based recruitment, hiring, promotions, compensation, benefits, and training. Compensation, benefits, and eligibility for incentive compensation vary by location and role. This posting includes salary ranges for certain locations and may be adjusted based on location, experience, and other factors. For more details about company benefits, visit: https://www.salesforcebenefits.com.
Seniority level Not Applicable
Employment type Full-time
Job function Other
Industries Software Development, IT Services and IT Consulting, and Technology, Information and Internet
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Director, Customer Success Management (MuleSoft) We are looking for a leader to join the 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. Your background should include a strong focus on customer success strategies, trends, and outcomes at the enterprise level, with the ability to research, synthesize, and develop insights and actions from market intelligence and 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
Demonstrate cross-functional collaboration with Sales, Support, Delivery, and other teams to leverage resources and build internal/external relationships
Escalation management: guide the team through customer escalations (support, relationship, commercial issues) with coaching and hands-on leadership
Communicate effectively with customers at VP/C-level to secure long-term growth and retention
Develop strategies to improve customer experience, team performance, morale, and cross-team cohesion
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 relevant to customers and industries; share insights with 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
5+ years in people management roles with direct experience in customer success team management and first-line management experience
Strong critical thinking; ability to use data and insights to identify trends and risks
Entrepreneurial and leader-focused; proven ability to drive results with empathy and a people-first culture
High emotional intelligence for customers and a commitment to delivering excellent customer support
Demonstrated ability to build strong internal and external relationships and influence outcomes
Familiarity with Salesforce product offerings and the broader industry landscape
Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware, API management, and integration platforms
Experience driving MuleSoft adoption methodologies (e.g., Catalyst)
Salesforce product certifications are a plus (AI, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud, Service Cloud, B2C Commerce Developer, Marketing Cloud, etc.)
Knowledge of Salesforce products and capabilities, best use, and deployment strategies
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 the 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 policy covers merit-based recruitment, hiring, promotions, compensation, benefits, and training. Compensation, benefits, and eligibility for incentive compensation vary by location and role. This posting includes salary ranges for certain locations and may be adjusted based on location, experience, and other factors. For more details about company benefits, visit: https://www.salesforcebenefits.com.
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