Note: The job is a remote job and is open to candidates in USA. Salesforce is the #1 AI CRM, and they are seeking a Director of Customer Success Management to lead the strategy for their Signature Success Plan delivery. The role involves managing a team of Customer Success Managers and ensuring customer satisfaction and adoption of Salesforce products.
Responsibilities
- Lead the strategy for Signature Success Plan delivery across their team of CSMs
- Research, synthesize, and develop insights and actions from market intelligence & customer feedback
- Hire, coach, manage, and support a team of individuals with a variety of backgrounds
- Accomplish Signature delivery across a given book of business, through their CSM team
Skills
- Strong communication skills, both written and verbal. Clear, concise communication of customer success strategy, business value, and escalation guidance
- Strong presentation skills. Confidently represent the team and strategy in executive forums and customer engagements
- Proven ability to manage schedules, customer portfolios, and capacity planning. You should be comfortable using data to advocate for resources, process improvements, or customer-facing changes
- Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success
- An understanding of enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models
- Experience leading and growing high-performing CSM teams with a focus on coaching, upskilling, and succession planning
- Strong collaboration and negotiation skills to drive outcomes in a matrixed environment
- Familiarity with Salesforce products, capabilities, and customer success methodology
- Familiarity with customer success best practices, health scoring frameworks, and adoption metrics
- Ability to represent customer outcomes and product value to diverse audiences (field, partners, customers, executives)
- Knowledge of how to translate complex customer challenges into actionable success plans and enablement content
- 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields
- 3–5 years of people management or leadership experience, including managing high-performing Customer Success teams
- Proven experience managing customer portfolios and resource planning across complex, multi-segment customer bases
- Demonstrated success in driving cross-functional alignment with Product, Sales, Services, and Engineering teams
- Experience leading high-priority customer initiatives or programs with executive visibility and business-critical outcomes
- Strong knowledge of Salesforce products and platform — features, capabilities, best practices, and how customers derive value from them, including knowledge of the Salesforce ecosystem
- Strong analytical and operational abilities, especially around team performance, customer health metrics, prioritization, and efficiency
- Demonstrated experience working with or supporting Sales Cloud and/or Service Cloud at an enterprise level, with a strong understanding of CRM-driven sales and service motions
- Demonstrated experience working with or supporting Commerce Cloud and/or Marketing Cloud at an enterprise level, with a strong understanding of digital commerce and marketing automation strategies
Benefits
- Time off programs
- Medical
- Dental
- Vision
- Mental health support
- Paid parental leave
- Life and disability insurance
- 401(k)
- An employee stock purchasing program
Company Overview
Company H1B Sponsorship