Director, Customer Success Management

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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.

Who We Are

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.

Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience, 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.

We are looking for a leader to join our Tableau Team in our Regulated Industries Portfolio (Specifically Canada (CAN) and Financial Services (FINS)) in Account Success. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Responsibilities

• Lead a team of Customer Success Managers, fostering growth and excellence
• Address and resolve customer blocking issues in collaboration with individual contributors
• Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the Tableau team in the CAN/FINS portfolio
• Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing
• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders
• As a Portfolio Leader, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
• As a Portfolio Leader, be responsible for delivery metrics, ensuring consistent progress and results
• Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives

Preferred Qualifications and Skills

• Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.
• Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks.
• Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels.
• Showcase a proven track record in talent management, including recruitment, retention, and development.
• Familiarity with Salesforce's product offerings, services, and regulated industries.
• Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo).
• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Benefits

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

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 British Columbia-based roles, the base salary hiring range for this position is CAD 165,800 to CAD 240,400.

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