Director, Customer Success Management (Digital)

Customer Success Manager Director

Our customers who drive the most value out of Salesforce rely on the Signature Success program and team. Signature Success aligns on each customer's needs, strategic objectives, and maturity. Customers are then supported through long-term plans that align the right people, skills, coaching, and oversight to help customers achieve tangible results through Salesforce products. Insights and analysis are provided along the way to drive comprehensive support. The primary orchestrators driving Signature delivery are our versatile Customer Success Managers (CSM). This position is within our Account Success team and focuses on our Digital Signature customers, driving customer advocacy and reducing attrition by collaborating with Digital Sales partners, expanding our Signature coverage, consuming Premier entitlements, and by making strategic customer investments that foster trusted growth and success.

The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs. The ideal candidate should have a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. CSM Directors are able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. They will also hire, coach, manage, and support a team of individuals with a variety of backgrounds. The primary responsibility of the CSM Director is to accomplish Signature delivery across a given book of business, through their CSM team. This role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor. Success in this role is measured by customer and employee sentiment, retention of business, and growth of customers through their business objectives.

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 :

Minimum Requirements :

Preferred Qualifications & Skills :

Note : This role is office-flexible, and the expectation is to be in office 3 days per week (Bellevue / Seattle, Chicago, Indianapolis, Atlanta).

Accommodations :

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

Posting Statement :

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including : time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link : https : / / www.salesforcebenefits.com .