Senior Director, Customer Success Management

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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 seeking a senior leader to join our Account Success team, which is focused on our telecommunication customers within our Technology, Media, and Telecommunications business.

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.

Your Impact

• Lead a team of 10+ CSMs, fostering growth and excellence while emphasizing the delivery of our Signature customer experience and entitlement obligations.

• Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and Delivery Metrics ensuring consistent progress and results.

• Develop executive relationships and address and resolve customer-blocking issues in collaboration with frontline managers. 

• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors, and corrective actions.

• Execute strategies for Signature Success Plan renewals across teams while improving and demonstrating value derived from their Signature investments and our products.

• Work closely with peers and selling partners on capacity planning for Signature obligations.

• Partner closely with Account Executives, Sales leaders, and other Salesforce teams, ensuring cohesive relationships.

• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed to align the best resources for our customers.

• 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.

• Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty.

• Create and drive a product adoption and usage strategy to expand and deepen the Customer's use of our Products to drive additional value.

Minimum Requirements

• Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.

• Experience with Pinnacle accounts or other Large/Complex Enterprise Customers.

• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.

• Demonstrate excellent communication skills to bridge between various teams and levels.

• Showcase a proven track record in talent management, including recruitment, retention, and development.

• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.

Preferred Qualifications & Skills

• Experience with Salesforce C360, and/or competing platforms

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, MuleSoft, Tableau, Data Cloud 

• Telecommunications industry experience

• Knowledge of Salesforce core and acquired products and features, capabilities, best use, and how to deploy

NOTE: This is an office-flexible role. The expectation is to be in-office two days a week when local to an office.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.