Salesforce Director Customer Success Management 

Denmark, Capital Region of Denmark, Copenhagen 

210707126

Job Category

Job Details

Key Responsibilities:

• Leadership & People Management: Lead, inspire, and manage a diverse team of Customer Success Managers, fostering a high-performance culture and promoting accountability, collaboration, and continuous improvement.

• Team Development & Coaching: Provide regular coaching, feedback, and professional development opportunities to help CSMs grow their careers. Implement strategies for talent development, including setting clear expectations and delivering performance reviews.

• Customer Success Strategy: Develop and execute strategies that ensure our customers derive maximum value from Salesforce solutions. Align team goals with organizational objectives, and track key performance indicators (KPIs) to measure success.

• Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Support teams to ensure alignment across the customer lifecycle and address any challenges or opportunities.

• Customer Advocacy: Be the voice of the customer within the organization by driving insights, advocating for customer needs, and ensuring their feedback is effectively communicated to relevant stakeholders.

• Operational Excellence: Optimize processes and workflows to ensure the team is efficient, proactive, and scalable. Leverage data and analytics to continuously improve customer success outcomes and identify areas for operational improvement.

• Change Management: Lead your team through any changes in products, processes, or organizational shifts while maintaining morale, productivity, and focus on customer outcomes.

• Reporting & Metrics: Monitor and report on the team's progress, customer health scores, retention rates, and other key metrics. Ensure alignment with organizational and financial targets.
  

Skills & Qualifications:

• 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a people management role.

• Strong leadership and coaching skills, with experience managing teams in fast-paced and dynamic environments.

• Proven track record of driving customer success outcomes, including product adoption, renewals, and customer satisfaction.

• Exceptional communication and interpersonal skills, with the ability to influence and collaborate across various teams and senior leadership.

• Strong problem-solving skills, with a customer-first mindset and the ability to prioritize and execute in a high-pressure environment.

• Experience with CRM software (preferably Salesforce) and data analytics tools to track and manage performance.

• Ability to foster a culture of trust, accountability, and growth within a team.

• Strong understanding of SaaS business models, customer lifecycle, and revenue retention strategies.

• Bachelor’s degree in Business, Marketing, or related field (preferred).
  

Why Salesforce?

• Innovation: Salesforce is a leader in innovation, constantly evolving to meet customer needs with cutting-edge solutions.

• Culture: We are committed to creating an inclusive, supportive, and growth-oriented environment for our employees.

• Development Opportunities: At Salesforce, we provide extensive learning resources and opportunities for personal and professional growth.

• Impact: Your work will help change the way businesses interact with their customers, making a meaningful impact on both our customers and the world.

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