Senior Manager/ 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.

The Frontline Senior Manager/Director - Customer success manager ensures that their team of 8-15 Customer Success Managers consistently offers a premium Signature experience to our customers. This role isn’t just about leadership; it's about encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, they cultivate valuable executive relationships, handle risk with foresight, and deepen connections with our broader Salesforce teams.

Responsibilities

• Lead and develop a dedicated team of Customer Success Managers, emphasizing the delivery of our Signature customer experience.

• Ensure efficient allocation of Customer Success Managers and collaborate with delivery leaders to align the best resources for our customers.

• Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics.

• Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their Signature investments.

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

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

• Partner with the Renewals team and Success Plan Sales to ensure Signature Success Plan renewals and growth across teams.

• Ensure that team activities adhere to the obligations of the Signature Offer and Account Success goals.

• Cultivate the professional growth of the team in alignment with Account Success and individual career path objectives.

Preferred Qualifications and Skills

• Successful track record in customer success or related roles, with at least 5 years in a front-line leadership position.

• Demonstrable experience in leading customer success teams, with a focus on customized customer experiences.

• Strong ability to collaborate and drive outcomes across multiple internal teams and external partners.

• Ability to drive effective and influencing conversations at the C-level.

• Facilitate difficult discussions and be adept at handling objections.

• Knowledge in one or more lines of business.

• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.

• Drive important metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption.

• Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Additional European languages preferred.

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