Director, Customer Success Management

Director, Customer Success Management at Salesforce Position Description For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, 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 Customer Success Manager serves as a named resource and partner for the Salesforce Signature customer organizations. They orchestrate all deliverables their customer is entitled to, including coordinating the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that with relevant industry knowledge to improve implementation health. This role will also partner across Salesforce to provide a unified Signature experience for their customers. Responsibilities Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos) Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature Single point of customer accountability building and maintaining strong, trusted relationships Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts Preferred Qualifications And Skills Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level Ability to facilitate difficult discussions and be adept at handling objections Degree or equivalent experience required. Experience evaluated based on the strengths you need for the role (e.g. proven behaviors in previous jobs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we\'re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce\'s core values at the heart of it all. Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality for all and strive to create an inclusive workplace free from discrimination. Know your rights: workplace discrimination is illegal. Salesforce assesses employees and potential employees on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, age, disability, veteran, marital status, political viewpoint, or other classifications protected by law. This applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Job Details Seniority level: Not Applicable Employment type: Full-time Job function: Other Industries: Software Development, IT Services and IT Consulting, and Technology, Information and Internet Referrals increase your chances of interviewing at Salesforce by 2x We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr