salesforce.com, inc.
Director, Customer Success Management (MuleSoft)
salesforce.com, inc., Seattle, Washington, us, 98127
Overview
Director, Customer Success Management (MuleSoft). This role leads the Account Success team within MuleSoft, focusing on adoption, renewals, and growth for customers on the Signature Success Plan. MuleSoft is a leading platform for building an integrated AI foundation to power AI and digital transformation initiatives. The ideal candidate has a strong background in 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 (e.g., Sales, Support, Delivery) and leverage internal and external relationships Escalation management: establish a plan for the team, provide coaching, and intervene as needed 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 collaboration 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 for customers and industries, and 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
Minimum 5+ years in people management roles with direct experience in customer success team management and first line management experience Strong critical thinking and ability to use data and insights to identify trends and risks Entrepreneurial and lead-from-the-front mentality with experience leading technical organizations Proven leadership that balances results with a people-first culture High emotional intelligence for customers and a commitment to delivering excellent customer support Strong communication skills to build internal and external relationships and influence outcomes Familiarity with Salesforce product offerings, services, and the broader industry landscape Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware, API management, and integration platforms Experience in 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, features, capabilities, best practices, and deployment 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. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that is inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com. For New York-based roles, the base salary hiring range for this position is $202,700 to $293,900. For Washington-based roles, the base salary hiring range for this position is $185,500 to $268,900. For Illinois-based roles, the base salary hiring range for this position is $185,500 to $268,900.
#J-18808-Ljbffr
Director, Customer Success Management (MuleSoft). This role leads the Account Success team within MuleSoft, focusing on adoption, renewals, and growth for customers on the Signature Success Plan. MuleSoft is a leading platform for building an integrated AI foundation to power AI and digital transformation initiatives. The ideal candidate has a strong background in 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 (e.g., Sales, Support, Delivery) and leverage internal and external relationships Escalation management: establish a plan for the team, provide coaching, and intervene as needed 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 collaboration 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 for customers and industries, and 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
Minimum 5+ years in people management roles with direct experience in customer success team management and first line management experience Strong critical thinking and ability to use data and insights to identify trends and risks Entrepreneurial and lead-from-the-front mentality with experience leading technical organizations Proven leadership that balances results with a people-first culture High emotional intelligence for customers and a commitment to delivering excellent customer support Strong communication skills to build internal and external relationships and influence outcomes Familiarity with Salesforce product offerings, services, and the broader industry landscape Preferred Qualifications & Skills
Experience with MuleSoft and/or competing middleware, API management, and integration platforms Experience in 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, features, capabilities, best practices, and deployment 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. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that is inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com. For New York-based roles, the base salary hiring range for this position is $202,700 to $293,900. For Washington-based roles, the base salary hiring range for this position is $185,500 to $268,900. For Illinois-based roles, the base salary hiring range for this position is $185,500 to $268,900.
#J-18808-Ljbffr