Customer Success Manager Director, Salesforce
$185.5-293.9k
Salary dependent on location + ESPP
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
$185.5-293.9k
Salary dependent on location + ESPP
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
- Minimum of 8-10 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture
- Experience with Salesforce SaaS products and solutions (Sales, Service & Data Cloud) is a must
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Specialist
- Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level
- Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
- Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners
- Experience working with Enterprise-level customers
- Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects
What the job involves
- The Customer Success team within Signature Success is looking for a driven Customer Success Manager, Director to serve as a primary point of contact for Salesforce’s largest and highest-profile customers
- You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their Salesforce investment
- The Customer Success Manager, Director maintains awareness of the customer's key events, needs, potential risks, and value drivers
- Customer Success Manager, Directors lead cross-functional initiatives inside matrixed organizations
- You will be a mentor and multiplier to those on your accounts and across your team
- In this role, you will act as a trusted advisor, forging deep relationships with your customers and account teams to build a strong track record in customer success
- You will develop an extensive technical understanding of their Salesforce implementation, using this knowledge and superb communication skills to translate business needs into effective solutions
- By sharing best practices and encouraging the adoption of proactive services, you will optimize their platform and ensure they are set up for success, providing special care during critically important peak events
- Furthermore, you will serve as the main technical interface for your customers, acting as the point of contact for any major incidents by owning expectations and communications through to resolution
- This requires close collaboration with both internal and external stakeholders, including partners and ISVs, to fully address customer needs
- Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion
- Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature
- Help your customers achieve their business goals and outcomes on the Salesforce platform by:
- Coordinating the completion of the Signature Success catalog of services as required for your customer
- Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer
- Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation
- Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success
- Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues
- The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage depending on the customer’s need
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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