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Job Category

Customer Success

Job Details

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.

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 looking for a leader to join our Account Success team focused on our High-Tech Enterprise 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 8+ CSMs, fostering growth and excellence.

• Address and resolve customer blocking issues in collaboration with frontline managers.

• Execute 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.

• Partner with recruiting teams to orchestrate impactful talent acquisition events.

• 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, including Customer Health. using Customer Success Score and Salesforce Loyalty.

• As a Cloud Manager, be responsible for delivery metrics, ensuring consistent progress and results.

Preferred Qualifications & Skills:

• Possess a minimum of 4+ years in leadership roles with direct experience in customer success and team management.

• 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.

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing exper