Director, Customer Success (People Leader)

Salesforce, Inc..; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A prominent cloud solutions provider in Singapore seeks an experienced Leader to join their Account Success team. You will manage a team of Customer Success Managers, focusing on delivering exceptional support to Signature customers. The ideal candidate possesses strong leadership abilities, technical expertise in Tableau and Mulesoft, and a customer-centric approach. This position entails engaging with executive stakeholders and driving growth strategies. Expect a dynamic environment committed to excellence and customer satisfaction.

Qualifications

• Experience leading customer success teams.
• Strong background in technical implementations.
• Excellent communication and negotiation skills.

Responsibilities

• Lead a team of Customer Success Managers.
• Develop strategies for customer renewals and growth.
• Foster executive relationships with customers.

Skills

Customer success strategies

Leadership

Data visualization

Team management

Technical skills in Tableau

Technical skills in Mulesoft

Technical skills in Salesforce technologies

Job 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.

We are looking for an experienced Leader to join our Account Success team focused on Signature customers in ASEAN. This role leads a team of Customer Success Managers (CSM) who are accountable for delivering the best-in-class customer outcomes for the Signature Success customers. The person is responsible for “running the Signature Success business”, and drives the strategy of Signature Success Plan renewals and growth aligning closely with Renewals and Success Plan Sellers. An ideal candidate has strong people management capability and a background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate has abilities engaging CxO-level stakeholders and can research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanour are needed in this role. Strong technical skills in Tableau, Mulesoft and Salesforce technologies is required.

Responsibilities

• Lead a team of CSMs, forecasting growth, excellence and High Performing Culture

• Execute strategies for Signature Success Plan renewals and growth across the assigned portfolio

• Engage in top Signature Success prospects by providing direct customer-facing presales support, and formulating strategies to accelerate deal close.

• Actively engage in account strategy and be a part of executing the strategy for select accounts.

• Foster executive relationships with covered customers and internally to drive value of Signature investment.

• Ensure the team successfully delivers the obligations and entitlements of the Signature offer

• Proactively identify and remediate high-risk customers, and address & resolve complex customer blocking issues.

• Own the direct relationship with Sales leaders aligned to your Operating Unit (OU) and build successful partnerships with broader stakeholders serving this OU to achieve common goals.

• Work closely with peers and selling partners on capacity planning for Signature obligations.

• Align customer allocations with Signature coverage, manage team-based allocations, and synchronise additional cloud resources as needed.

• Deliver operating unit targets and key performance metrics through operational execution and discipline

• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to stakeholders and Operating Unit (OU) leaders.

• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

Preferred Qualifications and Skills

• Previous leadership roles with direct experience in customer success and team management.

• Strong technical foundation in MuleSoft, Tableau, Salesforce technologies with experience guiding enterprise customers on implementation best practices, integration strategies, and data visualization frameworks.

• Background in consulting, professional services, or solution advisory, with the ability to translate business needs into scalable technical approaches.

• Proven track record of providing strategic guidance on platform adoption, architecture decisions, and value realization across integration and analytics use cases.

• Proven success in establishing a clear vision and driving change within a customer-facing organisation

• Couple with a customer-centric mindset and strong critical thinking, exhibit the ability to use data and insights to identify trends and risks, and inform strategies, tactics and execution.

• Demonstrate excellent communication skills to bridge between various teams and levels, and negotiation skills both with customers and internally

• Experience in building executive relationships and driving/influencing change with complex Enterprises

• Showcase a proven track record in building a high-performing team, including performance management, talent management, recruitment, retention, and development.

• Experience with Enterprise-scale organisations and demonstrated leadership to make rapid decisions and problem-solving in this environment

• Track record of delivering against targets and KPIs

• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.

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