Senior Director, Customer Success Management (Core Clouds)

Salesforce, Inc.; Washington (IL); On-site; USD 80,000 - 140,000; Full time

Job summary

An established industry player seeks a dynamic Director of Customer Success to lead a dedicated team, drive customer satisfaction, and implement strategic initiatives for enterprise-level clients. This role emphasizes leadership, critical thinking, and the ability to foster strong relationships within a collaborative environment. The ideal candidate will have a proven track record in customer success, demonstrating exceptional communication skills and a passion for enhancing customer experiences. Join a forward-thinking organization that values innovation and teamwork, and make a significant impact on customer engagement and satisfaction.

Qualifications

• 5+ years in leadership roles with customer success experience.
• Strong critical thinking and data-driven decision-making skills.

Responsibilities

• Lead a team of 10-20 Customer Success Managers.
• Implement strategies for Signature Success Plan renewals.

Skills

Leadership in Customer Success

Critical Thinking

Interpersonal Communication

Team Management

Data Analysis

Emotional Intelligence

Education

Bachelor's Degree

Salesforce Certifications

Tools

Salesforce

Job description

Role Description
For our customers who wish to get the most value out of Salesforce 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. This 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. 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.

The following is a list of characteristics that make a great leader at Salesforce. 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

• Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)
• Lead a team of 10-20 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.
• Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.
• Serve as Director level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
• Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution.
• 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 leadership roles with direct experience in customer success and team management.
• 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 Salesforce Core Clouds (Sales/Service/Experience)
• 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 three days per week (Bellevue/Seattle, Chicago/Indianapolis, Atlanta).