Senior Director of Customer Success Manager, Salesforce

• Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management
• Experience with Pinnacle accounts or other Large/Complex Enterprise Customers
• 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

Desirable

• We are seeking a senior leader to join our Account Success team focused on our Pinnacle portfolio of our largest Technology Media and Telecommunications customers
• This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. 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
• Lead a team of 25+ CSMs and their managers, fostering growth and excellence while emphasizing the delivery of our Signature customer experience and entitlement obligations
• Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and Delivery Metrics ensuring consistent progress and results
• Develop executive relationships and address and resolve customer-blocking issues in collaboration with frontline managers
• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions
• Execute strategies for Signature Success Plan renewals across teams while improving and demonstrating value derived from their Signature investments
• Work closely with peers and selling partners on capacity planning for Signature obligations
• Partner closely with Account Executives, Sales leaders, and other Salesforce teams, ensuring cohesive relationships
• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed to align the best resources for our customers
• 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
• Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty