Salesforce Director Customer Success Management 

United States, Indiana, Indianapolis 

826105954

Job Category

Job Details

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 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

Volunteer Opportunities

’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

• Visitfor the full breakdown

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