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.

Requirements

Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
Experience developing and applying analytics adoption frameworks and value realization methodologies, such as Tableau Blueprint
Experience supporting the Intelligence Community or Department of Defense, working with cleared personnel or military customers.
Demonstrated experience teaching data analytics, data literacy, business intelligence, and guiding use case development
Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
Entrepreneurial and "lead from the front".
Proven leader and motivator, with deep experience leading technical organizations.
Strong emotional intelligence for customers and deliver customer support.

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 & Tools

analytics adoption frameworksvalue realization methodologiesdata analyticsdata literacybusiness intelligenceuse case developmentTableau BlueprintNew Product Introductions (NPI)New Service Introductions (NSI)

Soft Skills

leadershipmentoringcritical thinkingemotional intelligenceteam managementcustomer relationship managementcollaborationproblem-solvingcommunicationmotivation