salesforce.com, inc.
Director, Customer Success Management (MuleSoft)
salesforce.com, inc., Chicago, Illinois, United States, 60290
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.
Responsibilities
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 competency in cross-functional collaboration (e.g., Sales, Support, Delivery) and ability to leverage resources and build relationships internally and externally
Escalation management: establish a plan, provide coaching, and step in as needed to resolve issues
Communicate effectively with customers at VP/C-level to secure long-term growth, retention, and trusted advisor status
Develop strategies to improve 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; communicate insights to Territory & OU leaders
As a Territory or Cloud Manager, monitor KPIs 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". Proven leader with deep experience leading technical organizations; balance results with empathy
Strong emotional intelligence for customers and delivering excellent customer support
Experience building strong internal and external relations, influencing outcomes and leveraging relationships
Familiarity with Salesforce's product offerings, services, and the larger industry landscape
Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware platforms (API management, integration)
Experience driving MuleSoft adoption methodologies (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 how to deploy them
Experience working with enterprise-level customers
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.
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.
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 shape the future and redefine what's possible—for yourself, for AI, and the world.
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. Salesforce believes in equality and strives to create a workplace that is inclusive and free from discrimination. All recruiting, hiring, and promotion decisions are based on merit. U.S. compensation details: salary ranges vary by location and role; some roles may be eligible for incentive compensation, equity, and benefits. More details about company benefits can be found at the Salesforce benefits site. For New York-based roles, base salary range is $202,700 to $293,900; for Illinois-based roles, base salary range is $185,500 to $268,900.
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Responsibilities
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 competency in cross-functional collaboration (e.g., Sales, Support, Delivery) and ability to leverage resources and build relationships internally and externally
Escalation management: establish a plan, provide coaching, and step in as needed to resolve issues
Communicate effectively with customers at VP/C-level to secure long-term growth, retention, and trusted advisor status
Develop strategies to improve 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; communicate insights to Territory & OU leaders
As a Territory or Cloud Manager, monitor KPIs 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". Proven leader with deep experience leading technical organizations; balance results with empathy
Strong emotional intelligence for customers and delivering excellent customer support
Experience building strong internal and external relations, influencing outcomes and leveraging relationships
Familiarity with Salesforce's product offerings, services, and the larger industry landscape
Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware platforms (API management, integration)
Experience driving MuleSoft adoption methodologies (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 how to deploy them
Experience working with enterprise-level customers
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.
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.
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 shape the future and redefine what's possible—for yourself, for AI, and the world.
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. Salesforce believes in equality and strives to create a workplace that is inclusive and free from discrimination. All recruiting, hiring, and promotion decisions are based on merit. U.S. compensation details: salary ranges vary by location and role; some roles may be eligible for incentive compensation, equity, and benefits. More details about company benefits can be found at the Salesforce benefits site. For New York-based roles, base salary range is $202,700 to $293,900; for Illinois-based roles, base salary range is $185,500 to $268,900.
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