Salesforce
Overview
Director, Customer Success Management at Salesforce. Role Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time – which can make all the difference. We are looking for a leader to join our Account Success team focused on our High-Tech Enterprise customers. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. 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. Your Impact
Lead a team of 8+ CSMs, fostering growth and excellence. Address and resolve customer blocking issues in collaboration with frontline managers. Execute 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. Partner with recruiting teams to orchestrate impactful talent acquisition events. Collaborate on talent retention strategies, encompassing 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, communicating insights to Territory & OU leaders. Monitor key performance indicators, including Customer Health, using Customer Success Score and Salesforce Loyalty. Be responsible for delivery metrics, ensuring consistent progress and results. Preferred Qualifications & Skills
Possess a minimum of 4+ years in leadership roles with direct experience in customer success and team management. Exhibit strong critical thinking and ability to use data and insights to identify trends and risks. Demonstrate excellent communication skills to bridge between various teams and levels. Showcase a proven track record in talent management, including recruitment, retention, and development. Familiarity with Salesforce product offerings, services, and the larger industry landscape. Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Experience working with Enterprise-level customers. Note: This role is office-flexible, with the expectation to be in office 3 days per week. Accommodations and Equal Opportunity
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. Qualifications are assessed on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other legally protected classifications. Salary information: For Washington-based roles, base salary range is $185,500 to $268,900. For California-based roles, base salary range is $202,700 to $293,900.
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Director, Customer Success Management at Salesforce. Role Description
For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time – which can make all the difference. We are looking for a leader to join our Account Success team focused on our High-Tech Enterprise customers. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. 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. Your Impact
Lead a team of 8+ CSMs, fostering growth and excellence. Address and resolve customer blocking issues in collaboration with frontline managers. Execute 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. Partner with recruiting teams to orchestrate impactful talent acquisition events. Collaborate on talent retention strategies, encompassing 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, communicating insights to Territory & OU leaders. Monitor key performance indicators, including Customer Health, using Customer Success Score and Salesforce Loyalty. Be responsible for delivery metrics, ensuring consistent progress and results. Preferred Qualifications & Skills
Possess a minimum of 4+ years in leadership roles with direct experience in customer success and team management. Exhibit strong critical thinking and ability to use data and insights to identify trends and risks. Demonstrate excellent communication skills to bridge between various teams and levels. Showcase a proven track record in talent management, including recruitment, retention, and development. Familiarity with Salesforce product offerings, services, and the larger industry landscape. Knowledge of Salesforce products and features, capabilities, best use, and how to deploy. Experience working with Enterprise-level customers. Note: This role is office-flexible, with the expectation to be in office 3 days per week. Accommodations and Equal Opportunity
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. Qualifications are assessed on merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other legally protected classifications. Salary information: For Washington-based roles, base salary range is $185,500 to $268,900. For California-based roles, base salary range is $202,700 to $293,900.
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