Customer Success Director
hace 2 semanas
At Salesforce, we're looking for a Customer Success Director to lead our team of Customer Success Managers. This role is responsible for ensuring that our customers receive a premium Signature experience, which includes efficient allocation of resources and alignment with the right teams.
The ideal candidate will have a successful track record in customer success or related roles, with at least 5 years in a front-line leadership position. They will be able to collaborate and drive outcomes across multiple internal teams and external partners, and have a strong ability to facilitate difficult discussions and handle objections.
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.
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