Director, Customer Success Management

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About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. 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.

For our customers who wish to get the most value out of their Salesforce investment, they purchase our Signature Success Plan which aligns a Customer Success Manager. When customers have Signature, they unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. Our CSMs are integral in delivering a great experience and maximum value on the platform.

As a Director-level Customer Success Manager (CSM), you will serve as a named resource and partner for 1-2 of Salesforce's customers. You are a trusted advisor, forging deep cross-functional relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers. With a continual focus on your customers' business needs, you will help to improve their overall Salesforce platform adoption, as well as technical and operational health which will help them to realize the maximum value out of their Salesforce investment. You will be accountable to identify KPIs, manage executive relationships, define a joint strategic roadmap, and ensure key Salesforce capabilities are aligned to the customer's value proposition. You will also act as a point of contact for any major customer incidents and critically important peak events; responsible for managing expectations and communications through the resolution of such events.This role will manage one of the most strategic customers in our Technology vertical, and a perspective on the technology industry, trends, and opportunities will be critical. Success in the role will require functional and technical knowledge of the Salesforce platform, our core clouds (specifically Sales & Service) and the ability to work collaboratively across internal and external teams to provide a unified customer experience.

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers

• May act as lead CSM orchestrating multiple supporting CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)

• Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature

• Single point of customer accountability building and maintaining strong, trusted relationships

• Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts

• Delivers key Signature deliverables such as Roadmap, Entitlements, and Strategic Engagements

• Drives & communicates measurable value for both Product & Signature investment

• Experienced professional with 9+ years of relevant industry expertise in Sales / Service Operation Leadership, SaaS platforms / Customer Success, Management Consulting, and/or Solutions Architecture

• Knowledge of Salesforce Sales & Service CLoud platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles

• Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers across multiple business verticals

• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level

• Ability to facilitate difficult discussions and be adept at handling objections

• Degree or equivalent experience required. Experience evaluated based on the strengths you'll need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Experience with Salesforce Sales Cloud, Service Cloud, Communities Cloud

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud Consultant)

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers & large contracts

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.