Director – Customer Success Management – Digital
| Company | Salesforce |
|---|---|
| Location | Seattle, WA, USA, Indianapolis, IN, USA, Chicago, IL, USA, Bellevue, WA, USA, Atlanta, GA, USA |
| Salary | $185500 – $268900 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Possess a minimum of 5+ 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.
- Entrepreneurial and ‘lead from the front’. You’re a proven leader and motivator, with deep experience leading technical organizations.
- You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
- You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
- Familiarity with Salesforce’s product offerings, services, and the larger industry landscape.
Responsibilities
- 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.
- Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.
- Serve as Director level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
- Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution.
- 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.
Preferred Qualifications
- Experience with Salesforce Marketing Cloud and/or Commerce Cloud, and/or a competing platform (i.e. Shopify, Adobe, Marketo, etc.)
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.