Senior Director, Customer Success Manager, Salesforce
Core Clouds/Consumer Business Services
$210.2-320.6k
World's leading CRM provider
Be an early applicant
World's leading CRM provider
1001+ employees
Be an early applicant
$210.2-320.6k
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 and Platform Health 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, leadership, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role
- Possess a minimum of 10+ years with direct experience in customer advisement and team management
- Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks
- Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels
- Showcase a proven track record in talent management, including recruitment, retention, and development
- Familiarity with Salesforce's product offerings, services (Sales Cloud, Service Cloud, Agentforce, Data 360), and the larger Consumer Business Services landscape
- Note: This role is office-flexible, and the expectation is to be in office 3 days per week
What the job involves
- We are looking for a Senior Director to join our Core Platform (Sales/Service Clouds) business to directly manage a team of Customer Success Managers (CSMs) supporting Consumer Business Services (Commercial) customers
- This role leads the strategy for Signature Success Plan fulfillment and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers
- Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact
- Address and resolve customer blocking issues in collaboration with individual contributors
- Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the Consumer Business Services portfolio
- Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
- Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
- Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
- As a Frontline Manager, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
- As a Frontline Manager, be responsible for delivery metrics, ensuring consistent progress and results
- Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives
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 HQ
SoMa, San Francisco, CA
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.
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