MuleSoft
Director, Customer Success Management (MuleSoft)
Director, Customer Success Management role focused on leading the Account Success team for MuleSoft Signature Success Plan customers, driving renewals, growth, and cross-functional collaboration with Sales, Renewals, Success Plan Sellers, Support, and Product teams.
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 competency in cross-functional teamwork and ability to leverage resources and build relationships
Manage escalations effectively, providing hands-on guidance and coaching when needed
Communicate with customers at VP/C-level to secure long-term growth and be a trusted advisor
Develop strategies to improve customer experience, team performance, morale, and cohesion with 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; 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
Minimum 5+ years in people management roles with direct experience in customer success team management and first line management experience
Strong critical thinking with ability to use data and insights to identify trends and risks
Entrepreneurial and lead-from-the-front mindset; proven leader of technical organizations; balances results with empathy
Strong emotional intelligence for customers and deliver top-tier customer support
Proven ability 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 platforms (API management, integration)
Experience driving MuleSoft adoption methodologies (e.g., Catalyst)
Salesforce product certifications are a plus (AI, Administrator, Platform App Builder, Sales/Service Cloud, etc.)
Knowledge of Salesforce products, capabilities, and deployment best practices
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. Compensation varies by location and other factors. See benefits and salary ranges in the posting. For New York-based roles, salary range is $202,700 to $293,900; for Washington-based roles, $185,500 to $268,900; for Illinois, $185,500 to $268,900. Includes information about benefits, equity, and eligibility.
#J-18808-Ljbffr
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 competency in cross-functional teamwork and ability to leverage resources and build relationships
Manage escalations effectively, providing hands-on guidance and coaching when needed
Communicate with customers at VP/C-level to secure long-term growth and be a trusted advisor
Develop strategies to improve customer experience, team performance, morale, and cohesion with 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; 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
Minimum 5+ years in people management roles with direct experience in customer success team management and first line management experience
Strong critical thinking with ability to use data and insights to identify trends and risks
Entrepreneurial and lead-from-the-front mindset; proven leader of technical organizations; balances results with empathy
Strong emotional intelligence for customers and deliver top-tier customer support
Proven ability 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 platforms (API management, integration)
Experience driving MuleSoft adoption methodologies (e.g., Catalyst)
Salesforce product certifications are a plus (AI, Administrator, Platform App Builder, Sales/Service Cloud, etc.)
Knowledge of Salesforce products, capabilities, and deployment best practices
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. Compensation varies by location and other factors. See benefits and salary ranges in the posting. For New York-based roles, salary range is $202,700 to $293,900; for Washington-based roles, $185,500 to $268,900; for Illinois, $185,500 to $268,900. Includes information about benefits, equity, and eligibility.
#J-18808-Ljbffr