Senior Director, Customer Success Manager

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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.

 

Role Description

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 seeking a senior leader to join our Account Success team focused on our Pinnacle portfolio of our largest Technology Media and Telecommunications customers. 

This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. 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

• Lead a team of 25+ CSMs and their managers, fostering growth and excellence while emphasizing the delivery of our Signature customer experience and entitlement obligations.

• Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and Delivery Metrics ensuring consistent progress and results.

• Develop executive relationships and address and resolve customer-blocking issues in collaboration with frontline managers. 

• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.

• Execute strategies for Signature Success Plan renewals across teams while improving and demonstrating value derived from their Signature investments.

• Work closely with peers and selling partners on capacity planning for Signature obligations.

• Partner closely with Account Executives, Sales leaders, and other Salesforce teams, ensuring cohesive relationships.

• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed to align the best resources for our customers.

• 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.

• Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty.

Minimum Requirements

• Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.

• Experience with Pinnacle accounts or other Large/Complex Enterprise Customers

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

• Demonstrate excellent communication skills to bridge between 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 industry landscape.

Preferred Qualifications & Skills

• Experience with Salesforce C360, and/or competing platforms