Director, Customer Success Management

Salesforce•Herndon, VA

1d•Hybrid

About The Position

Salesforce is seeking a Director to lead its National Security Customer Success organization’s team of Tableau Customer Success Managers supporting customers across the Intelligence Community, Department of War, and Aerospace and Government Systems Integrators. The role is responsible for the health and growth of the national security territory, customer success strategy, delivery of Signature Success commitments, renewal health, and helping customers maximize the value of their Tableau investments. The Director will lead a high-performing team, navigate complex enterprise and government environments, build trusted executive relationships, and partner across Sales, Product, Engineering, Support, and other teams to deliver customer outcomes. The successful candidate combines people leadership, technical fluency, commercial acumen, and strategic customer engagement. They coach and mentor, exercise sound judgment and executive presence, navigate ambiguity and escalations, influence stakeholders across organizational boundaries, and translate technical challenges into actionable business strategies. Salesforce also expects leaders to drive scalable processes and results, communicate credibly at all levels, develop talent, explain the rationale for change, and bring teams together around shared goals. This role is office-flexible, with an expectation of working in the office three days per week. The candidate must be a U.S. citizen (U.S.-born or naturalized), must not hold dual citizenship, and must agree to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position. The position requires USA TS/SCI security access. The typical base salary is $171,200–$273,000 annually; a different range applies in California, New York, and select metropolitan areas of Boston, Chicago, Seattle, and Washington, DC: $205,800–$298,400 annually. Base salary excludes applicable bonus, sales incentives, equity, and benefits.

Requirements

At least 5 years of leadership experience, including 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, including work with cleared personnel or military customers.
Demonstrated experience teaching data analytics, data literacy, and business intelligence, and guiding use-case development.
Strong critical-thinking skills and ability to use data and insights to identify trends and risks.
Proven ability to lead technical organizations, motivate teams, and drive results while maintaining an empathetic, people-first culture.
Strong emotional intelligence and a commitment to delivering excellent customer support.
Ability to communicate effectively and adapt messaging to the audience.
Demonstrated ability to build internal and external relationships, influence outcomes, and leverage partnerships.
Familiarity with Salesforce products, services, and the broader industry landscape.
Deep knowledge of data and analytics market trends, including emerging technologies such as agentic AI.
Demonstrated success partnering with account teams and executive customers to drive Signature product penetration in the national security space.
Must be a U.S. citizen, U.S.-born or naturalized, and not hold dual citizenship.
Must agree to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.
Must meet the position’s USA TS/SCI security access requirement.

Nice To Haves

Experience with Salesforce, Tableau, and/or a competing platform.
Active TS/SCI clearance with a counterintelligence (CI) polygraph; a full-scope polygraph from an appropriate agency is preferred.
Salesforce product certifications, such as Tableau Desktop Specialist, Tableau Server Administrator, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, or listed Marketing Cloud certifications.
Knowledge of Salesforce products and features, their capabilities and best uses, and how to deploy them.
Experience working with enterprise-level customers.

Responsibilities

Lead, mentor, and promote the success of Customer Success Managers.
Represent Salesforce as a leader in addressing and resolving customer issues.
Identify renewal risks proactively and develop strategies and action plans to mitigate them.
Develop a thorough understanding of customers’ businesses and priorities and align Salesforce solutions accordingly.
Partner with peers and selling partners on capacity planning for Signature obligations.
Align customer allocations with Signature coverage, manage team-based allocations, and coordinate additional cloud resources as needed.
Oversee critical customer issues and work with Support, the Critical Incident Center, and Engineering through resolution.
Build strong working relationships with Solutions, Sales, Engineering, and Product Management.
Serve as a Director-level escalation point and use critical issues as opportunities to strengthen customer relationships.
Track recurring, high-impact issues and communicate them through appropriate channels for resolution.
Develop strategies to improve customer experience, team performance, morale, and cohesion with internal teams.
Collaborate on talent retention, career pathing, promotions, and ongoing training.
Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
Monitor customer- and industry-specific market trends, risks, and opportunities, and communicate insights to Territory and OU leaders.