Director, Customer Success (People Leader)

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Job Category
Customer Success

Job Details

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.

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.

• 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

• Previous leadership roles with direct experience in customer success and team management.
• Strong technical foundation in MuleSoft, Tableau, Salesforce technologies with experience guiding enterprise customers on implementation best practices, integration strategies, and data visualization frameworks.
• Background in consulting, professional services, or solution advisory, with the ability to translate business needs into scalable technical approaches.
• Proven track record of providing strategic guidance on platform adoption, architecture decisions, and value realization across integration and analytics use cases.
• 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.