Salesforce Director Customer Success Management 

United States, Texas, Austin 

940795044

Job Category

Job Details

• 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

Your Impact

• Lead, mentor, and promote successful Customer Success Managers (CSMs).

• 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 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.

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, Tableau and/or a competing platform.

• 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 outfor 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

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