Description
We are looking for a leader to join our Account Success organization and manage a team of dedicated Customer Success professionals. This role leads the strategy for, and execution of, high-value, high-impact customer engagements that drive measurable technical and business impact. An ideal candidate has a strong background in enterprise-level customer engagement strategies and best practices, possesses both technical and relationship management skills, and has significant leadership and mentorship experience. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
The following is a list of characteristics that make a great leader at Salesforce. We expect our next Director, Customer Success Manager to exhibit each of these characteristics:
Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment.
Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages.
Motivate and Champion – Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations.
Salesforce Smart – Explains the vision and “the why” behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.
Win as a Team – Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.
Your Impact:
Lead, mentor, and promote successful Customer Success Managers (CSMs).
Address and resolve customer issues as a leader representing Salesforce.
Proactively identify renewal risks and develop action plans and strategies to mitigate risk.
Develop an in-depth understanding of your customers’ business and critical priorities, and align Salesforce solutions to them.
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.
Shift Timings: Candidate should be comfortable working in 24*7 shifts (specifically Night shifts) and the below timings are subject to change basis the business need. (5.30/6.30 PM - 2:30/3:30 AM) IST
Minimum Requirements:
Overall 15+ years of experience & 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 drive results and outcomes while balancing empathy and a people-first culture.
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.
Preferred Qualifications & Skills:
Experience with Salesforce, Tableau and/or a competing platform.
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.
Note: This role is office-flexible, and the expectation is to be in office 3 days per week