Director, Customer Success Management

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

For our customers who wish to get the most value out of Mulesoft 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 Account Success team within MuleSoft. MuleSoft is a leading platform for building an integrated AI foundation. To power AI and digital transformation initiatives, organizations must bring all of their data, systems, and processes to bear. MuleSoft’s all-in-one platform enables teams to deliver agentic AI experiences across the enterprise with seamless connectivity, automation, and control. This role leads the adoption of MuleSoft’s products for customers on the Signature Success Plan, including renewals  and growth across teams, aligning closely with Territory Sales, Renewals, and Success Plan Sellers, Support, and Product teams. An ideal candidate has a strong background in Customer Success 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, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Your Impact

• Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)

• Lead a team of 8-12 CSMs, fostering growth and excellence.

• Address and resolve customer blocking issues as a leader representing Salesforce

• Implement strategies for Signature Success Plan renewals across teams.

• 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.

• Demonstrated competency of working in cross-functional teams (example Sales, Support, Delivery, etc.). Ability to leverage resources and build relationships internally and externally

• Escalation management: Effectively manages customer escalation (support, relationship, commercial issues) - demonstrates ability to establish a plan for the team, provides hands-on guidance,  coaching and jumps in when needed 

• Communicates effectively at the appropriate level with customers (VP/C-level) to secure long term growth, retention, and be trusted advisor 

• 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.

• As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery and Attrition/Growth.

Minimum Requirements

• Possess a minimum of 5+ years in people management roles with direct experience in customer success team management and first line management experience

• Exhibit strong critical thinking and ability to use data and insights to identify trends an