Director, Customer Success Management
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $202,700 - $293,900 per year
Job Level
Lead
Tech Stack
Cloud
About the role
- lead a team of 8+ CSMs, fostering growth and excellence
- address and resolve customer blocking issues in collaboration with frontline managers
- execute 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
- partner with recruiting teams to orchestrate impactful talent acquisition events
- 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
- monitor key performance indicators, including Customer Health, using Customer Success Score and Salesforce Loyalty
- be responsible for delivery metrics, ensuring consistent progress and results
Requirements
- minimum of 4+ years in leadership roles with direct experience in customer success and team management
- strong critical thinking and ability to use data and insights to identify trends and risks
- excellent communication skills to bridge between various teams and levels
- proven track record in talent management, including recruitment, retention, and development
- familiarity with Salesforce's product offerings, services, and the larger industry landscape
- knowledge of Salesforce products and features, capabilities, best use, and how to deploy
- experience working with Enterprise-level customers.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successteam managementdata analysisperformance metricstalent managementcapacity planningcustomer health monitoringNew Product Introductions (NPI)New Service Introductions (NSI)Salesforce
Soft skills
leadershipcritical thinkingcommunicationcollaborationproblem-solvingstrategic planningtalent acquisitioncareer pathingtraining and developmentinsight communication