Senior Director, Customer Success Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceWe’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.Role DescriptionFor our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.We are seeking a senior leader to join our Account Success team focused on our Pinnacle portfolio of our largest Technology Media and Telecommunications customers.This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.Your Impact• Lead a team of 25+ CSMs and their managers, fostering growth and excellence while emphasizing the delivery of our Signature customer experience and entitlement obligations.• Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and Delivery Metrics ensuring consistent progress and results.• Develop executive relationships and address and resolve customer-blocking issues in collaboration with frontline managers.• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.• Execute strategies for Signature Success Plan renewals across teams while improving and demonstrating value derived from their Signature investments.• Work closely with peers and selling partners on capacity planning for Signature obligations.• Partner closely with Account Executives, Sales leaders, and other Salesforce teams, ensuring cohesive relationships.• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed to align the best resources for our customers.• 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.• Create and drive a product adoption and usage strategy to expand and deepen the Customer's use of our Products to drive additional valMinimum Requirements• Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.• Experience with Pinnacle accounts or other Large/Complex Enterprise Customers• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.• Demonstrate excellent communication skills to bridge between various teams and levels.• Showcase a proven track record in talent management, including recruitment, retention, and development.• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.Preferred Qualifications & Skills• Experience with Salesforce C360, and/or competing platforms• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, MuleSoft, Tableau, Data Cloud• High Tech industry experience• Knowledge of Salesforce core and acquired products and features, capabilities, best use, and how to deploy.NOTE: This is an office-flexible role. The expectation is to be in-office 2 days a week when local to an office.Our Investment In You• World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!• Exposure to executive thought leaders with a passion for living our values• Clear path to promotion with accelerated leadership development programs• Weekly 1:1 coaching with your leadership• Fast Ramp mentorship program• Week-long product bootcamp• Sandler Sales TrainingVolunteer OpportunitiesHave you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.We have a public-facing website that explains our various benefits for:• Health benefits• Financial benefits and perks• Time off and leave policies• Parental benefits• Perks and discounts• Visit https://www.salesforcebenefits.com/ for the full breakdown.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.Salesforce welcomes all.For Washington-based roles, the base salary hiring range for this position is $203,000 to $309,700.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.