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.

The CSM Leader leads the strategy for Signature Success Plan renewals and growth across teams, while aligning and guiding, from talent management and retention to performance management and navigating change. Key responsibilities include:

• Lead a team of CSMs, often comprised of a set of accounts aligned by industry and/or geography, fostering growth and excellence
• Align closely with Territory, Renewals, and Success Plan Sellers
• Align closely with Sales Leaders
• Define priorities across their book of business and drive strategies for Signature Success Plan growth, renewals and investments across their team(s)
• Monitor and optimize engagement delivery and critical metrics for Signature customers
• Work closely across stakeholders on capacity planning for Signature obligations
• Monitor and resolve customer blocking issue

• Another key area is monitoring and, where possible, expanding the Signature footprint which requires alignment with Success Plan sellers and Sales leadership.
• CSM People Leader is directly responsible for the monitoring and, where possible, expansion of the licenses footprint as this metric rolls up to the OU Aligned CSM Leader
• Finally the CSM Leader should support the team with escalations and ensure all stakeholders are involved and aligned.

Minimum Requirements

• +5 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• +2 years in Salesforce Ecosystem & Core
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects

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