Director, Customer Success Management

Salesforce; Vancouver; On-site; CAD 165,800 - 240,400; Full time

Job summary

A leading CRM company is seeking a Director of Customer Success Management in Metro Vancouver. This role involves leading strategies for customer success and renewal plans, managing a team, and aligning closely with sales. Ideal candidates will have over 8 years of leadership experience, expertise in customer success, and familiarity with industry trends. The position offers a competitive salary ranging from CAD 165,800 to CAD 240,400, along with opportunities for team collaboration and strategic growth.

Qualifications

• Minimum of 8+ years in leadership roles with experience in customer success.
• Strong background in analyzing industry trends and risks.
• Proven success in managing talent development and retention.

Responsibilities

• Lead a team of Customer Success Managers to drive excellence.
• Collaborate with sales and renewals to improve success plans.
• Monitor and manage customer health using performance metrics.

Skills

Leadership

Critical thinking

Customer success management

Excellent communication

Collaboration

Talent management

Industry trends analysis

Tools

Tableau

Microsoft Power BI

Looker

Qlik

MicroStrategy

Domo

Job description

Director, Customer Success Management – Salesforce

Join Salesforce in leading the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers.

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. It focuses on ambition, action, and innovation, with AI and core values at the heart of everything we do.

Position Description

We are looking for a leader to join our Tableau Team in our Regulated Industries Portfolio (Specifically Canada (CAN) and Financial Services (FINS)) in Account Success. The 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.

Responsibilities

• Lead a team of Customer Success Managers, fostering growth and excellence
• 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 Tableau team in the CAN/FINS 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 Portfolio Leader, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
• As a Portfolio Leader, 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

Preferred Qualifications And Skills

• Possess a minimum of 8+ years in leadership roles with direct experience in customer success 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, bridging 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, and regulated industries
• Experience with Tableau products, or competing platforms such as Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo
• Experience leading efforts of cross‑functional teams to facilitate resolution or disposition of customer needs or projects

Accommodations

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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. All decisions at Salesforce are made on the basis of merit, competence, and qualifications, and are free from discrimination. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, and all other employment processes.

For British Columbia‑based roles, the base salary hiring range for this position is CAD 165,800 to CAD 240,400.