Director, Customer Success Management

salesforce.com, inc.; Indianapolis (IN); Hybrid; USD 185,000 - 269,000; Full time

Job summary

An established industry player is seeking a dynamic leader to join their Customer Success team. This role focuses on driving customer satisfaction and success through effective team management and strategic oversight. You'll lead a team of Customer Success Managers, ensuring they are equipped to deliver exceptional service and support to clients. Your ability to analyze data and understand customer needs will be crucial in developing strategies that enhance the customer experience. Join a company that values innovation and teamwork, and be part of a mission to empower businesses with cutting-edge solutions.

Benefits

World-class training programs

Weekly coaching sessions

Clear path to promotion

Mentorship programs

Flexible office environment

Volunteer opportunities

Health benefits

Financial benefits and perks

Parental benefits

Time off and leave policies

Qualifications

• 5+ years of experience in customer success team management.
• Strong critical thinking and data analysis skills.
• Experience with Salesforce's product offerings.

Responsibilities

• Lead and mentor a team of Customer Success Managers.
• Implement strategies for customer renewals and growth.
• Manage escalations and critical customer issues.

Skills

Customer Success Management

Team Leadership

Critical Thinking

Data Analysis

Emotional Intelligence

Relationship Building

Education

Bachelor's Degree

Relevant Certifications

Tools

Salesforce

MuleSoft

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

For our customers who wish to get the most value out of Mulesoft with an enterprise experience, 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 a leader to join our Account Success team within MuleSoft. MuleSoft is a leading platform for building an integrated AI foundation. To power AI and digital transformation initiatives, organizations must bring all of their data, systems, and processes to bear. MuleSoft's all-in-one platform enables teams to deliver agentic AI experiences across the enterprise with seamless connectivity, automation, and control.This role leads the adoption of MuleSoft's products for customers on the Signature Success Plan, including renewals and growth across teams, aligning closely with Territory Sales, Renewals, and Success Plan Sellers, Support, and Product teams. 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.

Your Impact

• Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)

• Lead a team of 8-12 CSMs, fostering growth and excellence.

• Address and resolve customer blocking issues as a leader representing Salesforce

• Implement strategies for Signature Success Plan renewals across teams.

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

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

• Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.

• Demonstrated competency of working in cross-functional teams (example Sales, Support, Delivery, etc.). Ability to leverage resources and build relationships internally and externally

• Escalation management: Effectively manages customer escalation (support, relationship, commercial issues) - demonstrates ability to establish a plan for the team, provides hands-on guidance, coaching and jumps in when needed

• Communicates effectively at the appropriate level with customers (VP/C-level) to secure long term growth, retention, and be trusted advisor

• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.

• 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.

• As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery and Attrition/Growth.

Minimum Requirements

• Possess a minimum of 5+ years in people management roles with direct experience in customer success team management and first line management experience

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.

• Entrepreneurial and "lead from the front". You're a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture.

• You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.

• You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.

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

Preferred Qualifications & Skills

• Experience with MuleSoft and/or competing platforms in middleware, API management, integration.

• Experience in driving MuleSoft adoption methodology (e.g., Catalyst)

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).

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

• Experience working with Enterprise-level customers.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

Our Investment In You

• World-class enablement and on-demand training - check out trailhead.com for a sneak peek!

• Exposure to executive thought leaders with a passion for living our values

• Clear path to promotion with accelerated leadership development programs

• Weekly 1:1 coaching with your leadership

• Fast Ramp mentorship program

• Week-long product bootcamp

• Sandler Sales Training

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

• Health benefits

• Financial benefits and perks

• Time off and leave policies

• Parental benefits

• Perks and discounts

• Visit salesforcebenefits.com for the full breakdown

Accommodations

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

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.

For Washington-based roles, the base salary hiring range for this position is $185,500 to $268,900.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.