Customer Success Director

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, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Director serves as a named resource and partner for their Salesforce Signature customer. They orchestrate all deliverables their customer is entitled to, including overseeing the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that knowledge with relevant industry knowledge to improve the customer’s implementation health.

This role requires strong partnership and teaming across Salesforce at all levels - including orchestrating a team of aligned Customer Success resources - to provide a unified Signature experience for their customer.

This is an Individual Contributor role, with significant business impact.

**Responsibilities**
- Serve as the single point of customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health.
- Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers
- Provide strong Salesforce expertise and insights about the customer’s environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices all of our clouds, encouraging Success Plan expansion across uncovered products
- Accountable for the creation, and overall management of the Customers’ Joint Account Plan, in partnership with Sales and Professional Services, to ensure a cohesive Customer Success strategy and delivery as One Salesforce
- Provides insights and guidance on improving performance via proactive alerts, assessing historical service case history trends, delivering release readiness reviews, and managing key events such as customer launches and critical business events by partnering with relevant teams and resources to drive the best customer outcomesAct as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

**Preferred Qualifications and Skills**
- Experienced professional of relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture
- **Knowledge of Salesforce Marketing Cloud product and platform features, capabilities, and best practices.**:

- Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers
- Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization.
- Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objectionsGood to have: Understanding of enterprise architecture principles
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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 b