Senior Customer Success Management Director, Salesforce

• If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place
• 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
• The following is a list of characteristics that make a great leader at Salesforce. We expect our next Director, Customer Success Manager to exhibit each of these characteristics:
• 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

• We are looking for a leader to join our Account Success team. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers
• Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)
• Lead a team of 10-20 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