Senior Director/RVP, 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. About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all. Ready to level‑up your career at the company leading workforce transformation in the agentic era? You’re in the right place Agentforce is the future of AI, and you are the future of Salesforce. Lead Transformation. Inspire Teams. Deliver Impact. At Salesforce, our most strategic customers invest in the Signature Success Plan – our highest level of partnership designed to unlock continuous innovation, agility, and long‑term value. Signature Success goes beyond support. It delivers trusted experts, proactive insights, and tailored engagement at the moments that matter most. What You’ll Be Driving: Inspire and Lead : Build, mentor, and empower an experienced team of Customer Success Managers, Directors and Area Leads, reigniting team spirit and establishing a culture of clarity, accountability, and shared success. Bring renewed focus, energy, and ambition to a team ready for its next chapter — re‑establishing high standards and a strong sense of purpose in how we deliver success. Own the Signature Success Business : Oversee the delivery of Signature obligations, scale adoption, and lead renewals and growth across your portfolio. Strategic Account Engagement : Partner directly with customers and internal teams to shape and execute strategic account plans, ensuring alignment with customer goals and driving measurable outcomes. Executive Relationship Building : Cultivate deep partnerships with C-level stakeholders across both commercial and public sector organizations, positioning Signature as a driver of transformation. Cross-Functional Leadership : Collaborate closely with Sales, Renewals, Professional Services, and Product teams to align efforts, drive customer value, and execute joint strategies. Regional Growth Strategy : Partner with market leaders to evolve the Signature model in Southeast Asia and address the unique challenges and opportunities in fast-growth markets. What You’ll Bring to the Table: Executive Leadership Experience: 15+ years in customer-facing leadership roles, including at least 5 years managing large, geographically dispersed Customer Success or Services teams in enterprise SaaS or cloud technology. You’ve led through change, scaled teams in high‑growth environments, and consistently delivered strong business outcomes. Commercial Acumen & Sales Partnership: You understand the commercial engine of a SaaS business and bring a business-owner mindset to everything you do. You’re comfortable holding Sales teams accountable for joint outcomes, aligning success strategy to revenue goals, and influencing deal structures and growth plans. You drive cross-functional clarity and make sure the customer’s long-term success is baked into every commercial conversation. Proven Operational Rigor: A track record of driving measurable results against performance targets, including renewals, expansion, adoption, customer satisfaction (CSAT/NPS), and operational efficiency. You’re skilled at managing budgets, resource allocation, and executive-level reporting. Enterprise Customer Engagement: Demonstrated success building trusted relationships with senior business and technology executives in large, complex organizations. You understand the language of the C-suite and how to align success initiatives to strategic business goals. Salesforce Ecosystem Knowledge: Strong working knowledge of the Salesforce platform, including its capabilities, use cases, and value drivers across Sales, Service, and Industry Clouds. Customer-Facing Strategic Leadership: Whether your background is in Customer Success, Professional Services, Consulting, or large-scale Program Delivery you bring deep experience leading complex customer engagements and driving long-term value. You’ve built frameworks for success, managed executive stakeholders, and consistently delivered outcomes that matter to customers’ business goals. Cross-Functional Collaboration: A strong collaborator with a proven ability to influence across Sales, Renewals, Marketing, Product, and Delivery organizations. You can align diverse stakeholders around a common customer success strategy. Talent Magnet & People Developer: You’re energized by the opportunity to re-engage a team, establish clarity of mission, and coach individuals to achieve their full potential. Resilience & Agility: Calm under pressure, energized by complex challenges, and always thinking two steps ahead. You adapt quickly, move with urgency, and are unafraid to lead through ambiguity. The Opportunity Ahead: This isn’t just a leadership role—it’s a launchpad. You’ll be positioned to join Salesforce’s executive leadership within the next 12-18 months, with the visibility, support, and scope to make a true impact. You’ll shape the future of Customer Success – and help our customers accelerate their transformation journeys with confidence. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future – but to redefine what’s possible – for yourself, for AI, and the world. 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 is 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. #J-18808-Ljbffr