Director, Customer Success Management

Salesforce; São Paulo; Presencial; BRL 80.000 - 150.000; Tempo integral

Resumo da oferta

An innovative company is seeking a Director of Customer Success Management to elevate client experiences through strategic partnerships and expert guidance. This role demands a seasoned professional with over 9 years of industry expertise, particularly in SaaS and Customer Success. You will be the key point of accountability, ensuring that customers derive maximum value from their Signature Success Plan. Your executive-level interpersonal skills will help you navigate complex discussions and drive impactful outcomes. Join a forward-thinking organization that values equality and inclusivity, and make a significant impact on customer relationships and business growth.

Qualificações

• 9+ years of experience in Customer Success or related fields.
• Strong consultative skills and ability to drive business value.

Responsabilidades

• Orchestrate Signature experience for strategic customers.
• Build and maintain strong, trusted relationships with customers.

Conhecimentos

Customer Success Management

SaaS Platform Use

Project Leadership

Technology Consulting

Solutions Architecture

Executive-Level Interpersonal Skills

Consultative Skills

Formação académica

Degree or Equivalent Experience

Ferramentas

Salesforce

Descrição da oferta de emprego

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Job Category

Customer Success

Job Details

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.

Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers.

Responsibilities

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers
• May act as lead CSM orchestrating 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

Preferred Qualifications And Skills

• Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce product and 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
• 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.)

Additional Information

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality for all and creating an inclusive workplace free from discrimination. All employment decisions are based on merit, competence, and qualifications, regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other protected classifications.