MuleSoft
Director, Customer Success Management (MuleSoft)
MuleSoft, Atlanta, Georgia, United States, 30383
Overview
Director, Customer Success Management (MuleSoft) – Lead the Account Success team within MuleSoft, focusing on adoption, renewals, and growth for customers on the Signature Success Plan. The role collaborates with Territory Sales, Renewals, and Success Plan Sellers, Support, and Product teams to drive enterprise customer success and AI-enabled initiatives. 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 (Sales, Support, Delivery, etc.) and ability to leverage internal and external relationships Escalation management: establish plans for the team, provide coaching, and step in when needed Communicate effectively with customers at VP/C-level to secure long-term growth and retention 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; 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
5+ years in people management roles with direct experience in customer success team management and first-line management Strong critical thinking with ability to use data and insights to identify trends and risks Entrepreneurial, lead-from-the-front leader with deep experience leading technical organizations; drive results with empathy High emotional intelligence for customers and strong delivery of customer support Proven ability to build internal and external relationships and influence outcomes Familiarity with Salesforce's product offerings 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, Platform App Builder, etc.) Knowledge of Salesforce products, capabilities, and deployment strategies Experience 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. This policy applies to current and prospective employees, recruiting, hiring, job assignments, compensation, promotions, and more. Salary information varies by location and role.
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Director, Customer Success Management (MuleSoft) – Lead the Account Success team within MuleSoft, focusing on adoption, renewals, and growth for customers on the Signature Success Plan. The role collaborates with Territory Sales, Renewals, and Success Plan Sellers, Support, and Product teams to drive enterprise customer success and AI-enabled initiatives. 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 (Sales, Support, Delivery, etc.) and ability to leverage internal and external relationships Escalation management: establish plans for the team, provide coaching, and step in when needed Communicate effectively with customers at VP/C-level to secure long-term growth and retention 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; 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
5+ years in people management roles with direct experience in customer success team management and first-line management Strong critical thinking with ability to use data and insights to identify trends and risks Entrepreneurial, lead-from-the-front leader with deep experience leading technical organizations; drive results with empathy High emotional intelligence for customers and strong delivery of customer support Proven ability to build internal and external relationships and influence outcomes Familiarity with Salesforce's product offerings 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, Platform App Builder, etc.) Knowledge of Salesforce products, capabilities, and deployment strategies Experience 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. This policy applies to current and prospective employees, recruiting, hiring, job assignments, compensation, promotions, and more. Salary information varies by location and role.
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