Director, Customer Success Management

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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 Salesforce, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. 

The Director serves as a named resource and partner for their Salesforce Signature customer. They orchestrate all deliverables their customer is entitled to, including overseeing the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that knowledge with relevant industry knowledge to improve the customer’s implementation health. 

This role requires strong partnership and teaming across Salesforce at all levels - including orchestrating a team of aligned Customer Success resources -  to provide a unified Signature experience for their customer. 

An ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting roles and has strong knowledge of Salesforce’s Marketing Cloud suite of products. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and  mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking. 

Responsibilities 

• Serve as the single point of customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health. 
• Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers 
• Provide strong Salesforce expertise and insights about the customer’s environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices all of our clouds, encouraging Success Plan expansion across uncovered products 
• Accountable for the creation, and overall management of the Customers’ Joint Account Plan, in partnership with Sales and Professional Services, to ensure a cohesive Customer Success strategy and delivery as One Salesforce 
• Provides insights and guidance on improving performance via proactive alerts, assessing historical service case history trends, delivering release readiness reviews, and managing key events such as customer launches and critical business events by partnering with relevant teams and resources to drive the best customer outcomes
• Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

Preferred Qualifications and Skills 

• Experienced professional of relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce Marketing Cloud product and platform features, capabilities, and best practices. 
• Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers 
• Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization. 
• Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections 
• Good to have: Understanding of enterprise architecture principles 

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