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Portfolio Lead / Director, Customer Success Management - Public Sector
Portfolio Lead / Director, Customer Success Management - Public SectorStypi (Acquired by Salesforce) • Washington, DC, US
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Portfolio Lead / Director, Customer Success Management - Public Sector

Portfolio Lead / Director, Customer Success Management - Public Sector

Stypi (Acquired by Salesforce) • Washington, DC, US
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Federal Civilian Portfolio Account Success Leader

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? Agentforce is the future of AI, and you are the future of Salesforce.

We are looking for a leader to join our Federal Civilian Portfolio Account Success team. This role leads the strategy for Signature Success Plan fulfillment and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success and Platform Health 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, leadership, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Responsibilities

  • Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact
  • Address and resolve customer blocking issues in collaboration with individual contributors
  • Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the EDU portfolio
  • Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing
  • Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
  • Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
  • Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
  • As a Portfolio Leader, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
  • As a Portfolio Leader, be responsible for delivery metrics, ensuring consistent progress and results
  • Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.

Preferred Qualifications and Skills

  • Possess a minimum of 8+ years with direct experience in customer advisement and team management.
  • Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks.
  • Demonstrate excellent communication skills, and be a strong collaborator, to bridge across 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 Federal landscape.

    • Note : This is an office-flexible role. The expectation is to be in-office 3 days a week.

    Our Investment In You

  • World-class enablement and on-demand training
  • Exposure to executive thought leaders with a passion for living our values
  • Path to promotion with accelerated leadership development programs
  • Weekly 1 : 1 coaching with your leadership
  • Fast Ramp mentorship program

    • 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. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future but to redefine what's possible for yourself, for AI, and the world.

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    Director Portfolio Management • Washington, DC, US