Senior Manager, Customer Success Director

hace 1 día


Veracruz, Veracruz-Llave, México Salesforce, Inc. A tiempo completo

**About Salesforce, Inc.**

We're a leading technology company, inspiring innovation and growth with our cutting-edge solutions. Our core values drive us to deliver exceptional customer experiences, empowering businesses to thrive in a rapidly changing world.

**Our Signature Success Plan**

For our enterprise customers, we offer a premium experience that drives the right insights and people at the right time. This plan unlocks our deepest level of partnership, most skilled expertise, and tools to stay agile, making all the difference in their success.

**The Frontline Manager Role**

This leadership position is not just about managing a team; it's about fostering collaboration across various facets of our organization. The Frontline Manager ensures that their team of 8-15 Customer Success Managers consistently delivers a premium Signature experience to our customers.

**Key Responsibilities**

  • Lead and develop a dedicated team of Customer Success Managers, emphasizing the delivery of our Signature customer experience.
  • Ensure efficient allocation of Customer Success Managers and collaborate with delivery leaders to align the best resources for our customers.
  • Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics.
  • Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their Signature investments.
  • Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions.
  • Partner closely with Account Executives and other Salesforce teams, ensuring cohesive relationships.
  • Partner with Renewals team and Success Plan Sales to ensure Signature Success Plan renewals and growth across teams.
  • Ensure that team activities adhere to the obligations of the Signature Offer and Account Success goals.
  • Cultivate the professional growth of the team in alignment with Account Success and individual career path objectives.

**Preferred Qualifications and Skills**

  • Successful track record in customer success or related roles, with at least 5 years in a front-line leadership position.
  • Demonstrable experience in leading customer success teams, with a focus on customized customer experiences.
  • Strong ability to collaborate and drive outcomes across multiple internal teams and external partners.
  • Ability to drive effective and influencing conversations at the C-level.
  • Facilitate difficult discussions and be adept at handling objections.


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