MuleSoft
Director, Customer Success Management (MuleSoft)
Join to apply for the
Director, Customer Success Management (MuleSoft)
role at
MuleSoft . 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 teamwork (e.g., Sales, Support, Delivery) and the ability to leverage resources and build relationships internally and externally Escalation management: effectively manages customer escalations with hands-on guidance, coaching, and execution as needed Communicate effectively with customers at VP/C-level to secure long-term growth and retention as a trusted advisor 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 specific to customers and industries, and 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
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 leadership with deep experience leading technical organizations; ability to balance results with empathy Strong emotional intelligence for customers and delivering excellent customer support Excellent communication with internal and external stakeholders to influence outcomes Familiarity with Salesforce's product offerings, services, and the larger industry landscape Preferred Qualifications & Skills
Experience with MuleSoft and/or competing platforms in middleware, API management, integration Experience in driving MuleSoft adoption methodology (e.g., Catalyst) Salesforce product certifications are a plus Knowledge of Salesforce products and features, capabilities, 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 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 are committed to creating a workplace that is inclusive and free from discrimination. Recruiting, hiring, promotion decisions, and all employment actions are based on merit, competence, and qualifications. This policy applies to current and prospective employees regardless of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or other legally protected classifications. In the United States, compensation offered will be determined by factors such as location, job level, knowledge, skills, and experience. Some roles may be eligible for incentive compensation, equity, and benefits. Salary ranges may vary by location: New York-based: $202,700 to $293,900; Washington-based: $185,500 to $268,900; Illinois-based: $185,500 to $268,900. Benefits information available at: https://www.salesforcebenefits.com.
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Join to apply for the
Director, Customer Success Management (MuleSoft)
role at
MuleSoft . 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 teamwork (e.g., Sales, Support, Delivery) and the ability to leverage resources and build relationships internally and externally Escalation management: effectively manages customer escalations with hands-on guidance, coaching, and execution as needed Communicate effectively with customers at VP/C-level to secure long-term growth and retention as a trusted advisor 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 specific to customers and industries, and 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
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 leadership with deep experience leading technical organizations; ability to balance results with empathy Strong emotional intelligence for customers and delivering excellent customer support Excellent communication with internal and external stakeholders to influence outcomes Familiarity with Salesforce's product offerings, services, and the larger industry landscape Preferred Qualifications & Skills
Experience with MuleSoft and/or competing platforms in middleware, API management, integration Experience in driving MuleSoft adoption methodology (e.g., Catalyst) Salesforce product certifications are a plus Knowledge of Salesforce products and features, capabilities, 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 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 are committed to creating a workplace that is inclusive and free from discrimination. Recruiting, hiring, promotion decisions, and all employment actions are based on merit, competence, and qualifications. This policy applies to current and prospective employees regardless of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, or other legally protected classifications. In the United States, compensation offered will be determined by factors such as location, job level, knowledge, skills, and experience. Some roles may be eligible for incentive compensation, equity, and benefits. Salary ranges may vary by location: New York-based: $202,700 to $293,900; Washington-based: $185,500 to $268,900; Illinois-based: $185,500 to $268,900. Benefits information available at: https://www.salesforcebenefits.com.
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