Senior Director, Customer Success Management

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.

**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.

We’re looking for a bold, high-energy **Senior Director/RVP**to lead our **Customer Success team for the Singapore market**, with extended focus on the **Public Sector across Southeast Asia**. You will play a pivotal role in reshaping how we deliver success to our most important customers. This is a rare opportunity to step in, reignite a team's purpose, and lead from the front—evolving our strategy, strengthening performance, and building the foundation for sustainable growth in a critical market.

If you’re a leader who thrives on bringing out the best in people, turning potential into momentum, and scaling impact across regions—this is your role.

**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**:
10+ 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.
- **Regional Market Understanding**:
Experience operating across Southeast Asia markets (e.g, Singapore, Thailand, Vietnam, Indonesia, Philippines), with an understanding of local business cultures, government/public sector dynamics, and emerging market challenges and opportunities.
- **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, Co