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Job Category
Customer Success
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.
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Role Description
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 authorities, they purchase our Success Plans. The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.
Your Impact
- Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
- Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
- Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
- Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
- Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
- Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
- Promote CSG resources through multi-channel communication, ensuring leaders and AE's understand and use the customer success support process.
- Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
- Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholder.
Requirements
- 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
- Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
- Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
- Capable to navigate complicated discussions, handle objections, and drive alignment.
- Expertise in at least one line of business (LoB) or specific industry sector.
Note: This role is office-flexible, and the expectation is to be in office a minimum of three (3) days per week.
Accommodations
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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.
For Washington-based roles, the base salary hiring range for this position is $133,400 to $183,500.
For Illinois based roles, the base salary hiring range for this position is $133,400 to $183,500.
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.