Director, Customer Success Management

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 Category

Job Details

About Salesforce

We’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.

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, 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 looking for a Leader to join our Account Success team focused on Siganture customers in
Communications, Media, Technology & Utilities industries in Australia and New Zealand. This role leads a team of Customer Success Managers (CSM) who are accountable for delivering the best-in-class customer outcomes for the Signature Success customers. The person is responsible for “running the Signature Success business”, and drives the strategy of Signature Success Plan renewals and growth aligning closely with Renewals and Success Plan Sellers. An ideal candidate has strong people management capability and a background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate has abilities engaging CxO-level stakeholders and can 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.
Responsibilities

• Lead a team of CSMs, forecasting growth, excellence and High Performing Culture

• Execute strategies for Signature Success Plan renewals and growth across the assigned portfolio

• Engage in top Signature Success prospects by providing direct customer-facing presales support, and formulating strategies to accelerate deal close.

• Actively engage in account strategy and be a part of executing the strategy for select accounts.

• Foster executive relationships with covered customers and internally to drive value of Signature investment.

• Ensure the team successfully delivers the obligations and entitlements of the Signature offer

• Proactively identify and remediate high-risk customers, and address & resolve complex customer blocking issues.

• Own the direct relationship with Sales leaders aligned to your Operating Unit (OU) and build successful partnerships with broader stakeholders serving this OU to achieve common goals.

• Work closely with peers and selling partners on capacity planning for Signature obligations.

• Align customer allocations with Signature coverage, manage team-based allocations, and synchronise additional cloud resources as needed.

• Deliver operating unit targets and key performance metrics through operational execution and discipline

• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to stakeholders and Operating Unit (OU) leaders.

• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work

Preferred Qualifications and Skills

• Previous leadership roles with direct experience in customer success and team management.

• The ideal candidate has Comms, Media or Utilities industry experience

• Proven success in establishing a clear vision and driving change within a customer-facing organisation

• Couple with a customer-centric mindset and strong critical thinking, exhibit the ability to use data and insights to identify trends and risks, and inform strategies, tactics and execution.

• Demonstrate excellent communication skills to bridge between various teams and levels, and negotiation skills both with customers and internally

• Experience in building executive relationships and driving/influencing change with complex Enterprises

• Showcase a proven track record in building a high-performing team, including performance management, talent management, recruitment, retention, and development.

• Experience with Enterprise-scale organisations and demonstrated leadership to make rapid decisions and problem-solving in this environment

• Track record of delivering against targets and KPIs

• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
   

*LI-Y

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.