Director, Customer Success Management

Salesforce.com, Inc.•Dallas, TX

58d•Hybrid

About The Position

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. Our customers looking to get the most value out of Salesforce with an enterprise experience 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 Federal Civilian Portfolio Account Success team as Frontline Manager reporting to a Portfolio Lead and directly managing a team of CSMs. This role leads the strategy for Signature Success Plan fulfillment and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success and Platform Health strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, leadership, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Requirements

Possess a minimum of 8+ years with direct experience in customer advisement and team management.
Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks.
Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels.
Showcase a proven track record in talent management, including recruitment, retention, and development.
Familiarity with Salesforce's product offerings, services, and the larger Federal landscape.

Responsibilities

Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact
Address and resolve customer blocking issues in collaboration with individual contributors
Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the Federal Civilian portfolio
Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing
Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
As a Frontline Manager, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
As a Frontline Manager, be responsible for delivery metrics, ensuring consistent progress and results
Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.