Director, Customer Success Management

Salesforce; Virginia; On-site; USD 180,000 - 240,000; Full time

Job summary

Salesforce is seeking a Director-level Customer Success leader to guide a team of Tableau Customer Success Managers supporting national security customers. You will drive customer success strategy, ensure Signature commitments, protect renewal health, and maximize value from Tableau investments.

You will build executive relationships, partner with Sales, Product, Engineering, and Support, and translate complex enterprise government requirements into actionable business outcomes while maintaining

Responsibilities

• Lead, mentor, and promote successful Customer Success Managers.
• Address and resolve customer issues as a leader representing Salesforce.
• Proactively identify renewal risks and develop action plans to mitigate risk.
• Develop an in-depth understanding of customers' business and align Salesforce solutions to them.
• Collaborate with Sales, Product, Engineering, and Support to deliver outcomes.
• Oversee critical customer issues with Support, Critical Incident Center, and Engineering until resolution.

Job description

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Salesforce's Signature Success Plan delivers our highest level of customer partnership, combining proactive guidance, deep technical expertise, and strategic support to help customers maximize the value of their Salesforce investments. For our National Security customers, this means translating technology into mission outcomes, accelerating adoption, mitigating risk, and ensuring measurable business value.

We are seeking an experienced leader to join our National Security Customer Success organization, leading a team of Tableau Customer Success Managers supporting customers across the Intelligence Community, Department of War, and Aerospace and Government Systems Integrators.

This leader will be responsible for the health and growth of the national security territory and the CSMs in the business: driving customer success strategy, ensuring the delivery of Signature Success commitments, protecting renewal health, and maximizing the value customers realize from their Tableau investments. The role requires the ability to lead a high-performing team, navigate complex enterprise and government environments, build trusted executive relationships, and partner across Sales, Product, Engineering, and Support to deliver exceptional customer outcomes.

The ideal candidate brings a strong combination of people leadership, technical fluency, commercial acumen, and strategic customer engagement experience, with the ability to thrive in a fast-paced, complex environment. They are an effective coach and mentor, bring executive presence and sound judgment, and can navigate ambiguity, manage escalations, and influence stakeholders across organizational boundaries. They translate technical challenges into actionable business strategies and drive accountability for customer outcomes. Above all, they are people and customer-focused, collaborative, resourceful, and committed to delivering results.

Core Characteristics

We expect our next Director, Customer Success Manager to exhibit each of these characteristics:

• Get it Done - Drives processes that scale. Challenges the organization to think with a beginner's mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment.
• Courageous Communicator - Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages.
• Motivate and Champion - Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations.
• Salesforce Smart - Explains the vision and "the why" behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.Win as a Team - Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.

Your Impact

Lead, mentor, and promote successful Customer Success Managers.

Address and resolve customer issues as a leader representing Salesforce.

Proactively identify renewal risks and develop action plans and strategies to mitigate risk.

Develop an in-depth understanding of your customers' business and critical priorities, and align Salesforce solutions to them.

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.

Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.

Serve as Director-level escalation and pursue each c