Salesforce

Director, Customer Success Management

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: Hyderabad • India

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Job Level

Lead

Tech Stack

CloudTableau

About the role

  • 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
  • Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved
  • 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

Requirements

  • Overall 15+ years of experience & possess a minimum of 5+ years in leadership roles
  • 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
  • Familiarity with Salesforce's product offerings, services, and the larger industry landscape
  • Experience with Salesforce, Tableau and/or a competing platform
  • Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant)
  • Experience working with Enterprise-level customers
Benefits
  • Accommodations available during the application or recruiting process
  • Equal opportunity employer with a policy of non-discrimination
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementdata analysiscapacity planningrisk mitigation strategiescustomer experience improvementteam performance enhancementissue trackingcritical incident managementtechnical leadership
Soft Skills
leadershipmentoringcritical thinkingemotional intelligenceentrepreneurial mindsetmotivationcommunicationteam cohesionproblem-solving
Certifications
AI AssociateAdministratorAdvanced AdministratorPlatform App BuilderSales Cloud ConsultantService Cloud ConsultantB2C Commerce DeveloperMarketing Cloud: AdministratorMarketing Cloud: ConsultantMarketing Cloud: Email Specialist