Director of Customer Success Management, Salesforce

• The ideal candidate should have a strong background in Customer Success strategies, trends, and outcomes at the enterprise level
• Get it Done – Drives processes that scale
• Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome
• Calm, organized, positive, and can-do attitude
• Results-driven, tenacious, drive to succeed in a fast-paced environment
• Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level
• Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages
• Motivate and Champion – Invests in and tries new things in the talent and career development of our people
• Holds self and team accountable to expectations
• Salesforce Smart – Explains the vision and “the why” behind changes
• Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision
• Win as a Team – Puts the collective benefit of the company first
• Brings teams together to take-on shared goals
• Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce
• Possess a minimum of 5+ 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
• Entrepreneurial and "lead from the front". You’re a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture
• You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence
• You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships
• Familiarity with Salesforce's product offerings, services, and the larger industry landscape

Desirable

• Our customers who drive the most value out of Salesforce rely on the Signature Success program and team
• Signature Success aligns on each customer’s needs, strategic objectives, and maturity
• Customers are then supported through long-term plans that align the right people, skills, coaching, and oversight to help customers achieve tangible results through Salesforce products
• Insights and analysis are provided along the way to drive comprehensive support
• The primary orchestrators driving Signature delivery are our versatile Customer Success Managers (CSM)
• This position is within our Account Success team and focuses on our Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding our Signature coverage, consuming Premier entitlements, and by making strategic customer investments that foster trusted growth and success
• The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs
• CSM Directors are able to research, synthesize, and develop insights and actions from market intelligence & customer feedback
• They will also hire, coach, manage, and support a team of individuals with a variety of backgrounds
• The primary responsibility of the CSM Director is to accomplish Signature delivery across a given book of business, through their CSM team
• This role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor
• Success in this role is measured by customer and employee sentiment, retention of business, and growth of customers through their business objectives
• 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
• Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management
• Serve as Director level escalation and pursue each critical issue as an opportunity to drive the customer relationship
• Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
• 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) initiatives
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating 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