Director, Customer Success Management (MuleSoft)

Salesforce•Chicago, NY

12d•Hybrid

About The Position

Salesforce is seeking a proven leader to join the MuleSoft Customer Success Management team. The role leads Customer Success Managers supporting customers on the Signature Success Plan, driving product adoption, renewals, and growth across teams. The position works closely with Territory Sales, Renewals, Success Plan Sellers, Support, Product, and other internal partners to deliver an enterprise-grade customer experience and help customers advance integration, API management, AI, and digital transformation initiatives. The Director manages a team of 6–12 CSMs, develops talent, oversees customer escalations and critical issues, and establishes strategies for customer retention, expansion, and team performance. The role engages senior customer executives as a trusted advisor, aligns Signature coverage and resources to customer needs, and monitors customer health, loyalty, delivery, attrition, and growth. The position is office-flexible, with an expectation of working in the office three days per week.

Requirements

10+ years in customer-focused account management roles.
Ability to thrive in fast-paced, high-growth environments, wear multiple hats, challenge norms, and drive customer outcomes.
Strong critical-thinking skills and ability to use data and insights to identify trends and risks.
Entrepreneurial, lead-from-the-front mindset; ability to motivate and manage technical organizations while driving results and maintaining an empathetic, people-first culture.
Strong customer-focused emotional intelligence and commitment to excellent service.
Skilled communicator with a track record of building internal and external relationships and influencing account technical strategy and business outcomes at Director/VP+ level.
Exceptional communication and presentation skills, including translating technical concepts into business terms and partnering with senior client executives from IT through C-level.
Familiarity with Salesforce products, services, and the broader industry landscape.
Established ability to build relationships with senior executives (Director/VP+) and influence technical strategy.
Strong orchestration and project management skills, including scope control, stakeholder alignment across business units, timeline ownership, and executive-ready reporting.
Demonstrated success driving incremental Annual Contract Value (iACV) through expansion sales and managing Net Revenue Retention (NRR) strategies and tactics.

Nice To Haves

Prior experience on a Customer Success management team and as a first-line people leader.
Background in Customer Success, Enterprise Sales, Professional Services, Technology Consulting, or SaaS platform implementation, with demonstrated expertise in integration technologies.
Knowledge of MuleSoft products, features, capabilities, and their best use and deployment.
Track record driving MuleSoft adoption methodologies such as Catalyst.
One or more certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI certifications.
Familiarity with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns and best practices.
Management consulting background and experience guiding cross-functional teams through complex business and technical challenges.
History of uncovering opportunities within existing accounts and partnering with Sales to close expansion revenue, including Land and Expand strategies.
Hands-on experience with enterprise customers across industries requiring complex integration strategies, such as Consumer & Business Services, Financial Services, Healthcare & Life Sciences, Technology Media & Telecom, Retail, and Manufacturing.
Foundational understanding of AI and agentic technologies, including AI-enabled automation, customer experience improvement, business value through intelligent workflows, and how AI augments traditional integration approaches.

Responsibilities

Interview, onboard, mentor, and promote successful Customer Success Managers.
Manage a team of 6–12 CSMs, fostering growth and excellence.
Resolve customer-blocking issues as a senior representative of Salesforce.
Implement strategies for Signature Success Plan renewals across teams.
Partner with peers and selling teams on capacity planning for Signature obligations.
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
Oversee critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution.
Work effectively across functions such as Sales, Support, and Delivery, leveraging resources and building strong internal and external relationships.
Manage support, relationship, and commercial escalations by setting plans, coaching and guiding the team, and stepping in when needed.
Communicate with customer VP- and C-level executives to support long-term growth and retention as a trusted advisor.
Develop strategies to improve customer experience, team performance, morale, and cohesion with internal teams.
Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training.
Ensure teams are proficient in New Product Introduction (NPI) and New Service Introduction (NSI) initiatives.
Monitor market trends, risks, and opportunities relevant to customers and industries, and share insights with Territory and OU stakeholders.
Monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth for MuleSoft Customer Success.