Salesforce

Customer Success Lead

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • Illinois • United States

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Salary

💰 $164,000 - $186,300 per year

Job Level

Senior

About the role

  • Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
  • Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
  • Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
  • Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
  • Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
  • Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
  • Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.
  • Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
  • Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholder

Requirements

  • 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
  • Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
  • Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
  • Capable to navigate complicated discussions, handle objections, and drive alignment.
  • Expertise in at least one line of business (LoB) or specific industry sector.
  • An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.
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
SalesCustomer SuccessSaaSData AnalysisBusiness Review CoordinationCustomer Retention StrategiesSuccess Plan DevelopmentMetrics ReviewInvestment Program ManagementRelationship Management
Soft Skills
CollaborationCommunicationProblem SolvingNegotiationAdvisory SkillsStakeholder ManagementAlignment FacilitationCustomer AdvocacyStrategic PrioritizationObjection Handling