Director, Customer Success Management

Salesforce

10d•Hybrid

About The Position

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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. 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 looking for a leader to join our Public Sector Account Success organization and manage a team of dedicated Tableau Customer Success professionals. This role leads the strategy for, and execution of, high-value, high-impact customer engagements that drive measurable technical and business impact. An ideal candidate has a strong background in enterprise-level customer engagement strategies and best practices, possesses both technical and relationship management skills, and has significant leadership and mentorship experience. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role. The following is a list of characteristics that make a great leader at Salesforce. We expect our next Director, Customer Success Manager to exhibit each of these characteristics: Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment. Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages. Motivate and Champion – Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations. Salesforce Smart – Explains the vision and “the why” behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.Win as a Team – Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.

Requirements

Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
Experience developing and applying analytics adoption frameworks and value realization methodologies, such as Tableau Blueprint
Experience supporting the Intelligence Community or Department of Defense, working with cleared personnel or military customers.
Demonstrated experience teaching data analytics, data literacy, business intelligence, and guiding use case development
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
Entrepreneurial and "lead from the front". You’re a proven leader and motivator, with deep experience leading technical organizations.
You drive results and outcomes while balancing empathy and a people-first culture.
You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
You know what to say and more importantly, how to say it.
You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
Familiarity with Salesforce's product offerings, services, and the larger industry landscape
Deep knowledge of data and analytics market trends—including emergent technologies like agentic AI—and proven success partnering with account teams and executive customers to drive Signature product penetration in the national security space.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.

Nice To Haves

Experience with Salesforce, Tableau and/or a competing platform.
Active TS/SCI clearance with a counterintelligence (CI) polygraph, and preferably a full-scope polygraph from an appropriate agency
Salesforce product certifications are a plus (Tableau Desktop Specialist, Tableau Server Administrator, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers.

Responsibilities

Lead, mentor, and promote successful Customer Success Managers (CSMs).
Address and resolve customer issues as a leader representing Salesforce.
Proactively identify renewal risks and develop action plans and strategies to mitigate risk.
Develop an in-depth understanding of your customers’ business and critical priorities, and align Salesforce solutions to them.
Work closely with peers and selling partners on capacity planning for Signature obligations.
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.
Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.
Serve as Director-level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution.
Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
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.

Benefits

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume