Director of Customer Success Management, Salesforce
$168.6-244.5k
3 days a week in office
World's leading CRM provider
Be an early applicant
World's leading CRM provider
1001+ employees
Be an early applicant
$168.6-244.5k
3 days a week in office
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- 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
- 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's 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
What the job involves
- 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
- 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) 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, including Customer Health. using Customer Success Score and Salesforce Loyalty
- As a Cloud Manager, be responsible for delivery metrics, ensuring consistent progress and results
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity, Equity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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