Director, Customer Success Management
Salesforce
Director, Customer Success Management
Job Description
Description The CSM Leader directs a team to ensure clients maximize their investment in Salesforce products by translating business needs into solutions, driving platform adoption, and managing major incidents. This role requires a strong understanding of the Salesforce platform, deep customer-centricity, and the ability to lead cross-functional initiatives, build strong customer relationships, and mentor a team of CSMs to deliver value and drive renewals. Key responsibilitiesTeam Leadership: Lead and mentor a team of cross-functional Customer Success Managers to develop and deliver strategic success plans for clients.Customer Relationship Management: Serve as a key point of accountability for clients, forging deep, trusted advisor relationships with both technical and business stakeholders.Platform Expertise: Develop a deep technical understanding of the Salesforce platform to help customers optimize their implementation and stay informed on new features.Incident Management: Act as the primary point of contact for major customer incidents, managing executive expectations and orchestrating resolution with internal and external teams.Strategic Guidance: Translate customer business needs into effective solutions and provide guidance on best practices and proactive services to ensure ongoing value and success.Business Impact: Ensure clients achieve measurable business impact through their Salesforce investment, leading to high customer satisfaction and successful contract renewals and expansion.Collaboration: Work closely with internal Salesforce teams, partners, and other stakeholders to provide a unified and seamless customer experience. Qualifications and skillsExperience: Significant experience in technical customer success, SaaS platform use, or technology consulting. Experience with Salesforce products (Sales, Service, Data Cloud) is essential.Leadership: Proven ability to lead, mentor, and multiply the effectiveness of a team.Technical Skills: Deep technical knowledge of the Salesforce platform is a must.Communication: Superb communication skills, both written and verbal, and the ability to translate complex technical information for a business audience.Strategic Mindset: A strategic and results-oriented mindset with strong critical thinking and problem-solving abilities.Customer Focus: A customer-centric mindset focused on driving value and success for the customer.Organizational Skills: Excellent organizational skills to manage complex projects and customer engagements effectively.Fluent in english and italian
Locations
- Milan, Italy
- New York, New York
- Austin, Texas
- San Francisco, California
Salary
Salary not disclosed
Estimated Salary Rangemedium confidence
95,000 - 140,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- experience with Salesforce products (Sales, Service, Data Cloud)intermediate
- Deep technical knowledge of the Salesforce platformintermediate
- Superb communication skills, both written and verbalintermediate
- ability to translate complex technical information for a business audienceintermediate
- strong critical thinking and problem-solving abilitiesintermediate
- Fluent in english and italianintermediate
Required Qualifications
- Experience: Significant experience in technical customer success, SaaS platform use, or technology consulting. Experience with Salesforce products (Sales, Service, Data Cloud) is essential. (experience)
- Leadership: Proven ability to lead, mentor, and multiply the effectiveness of a team. (experience)
- Technical Skills: Deep technical knowledge of the Salesforce platform is a must. (experience)
- Communication: Superb communication skills, both written and verbal, and the ability to translate complex technical information for a business audience. (experience)
- Strategic Mindset: A strategic and results-oriented mindset with strong critical thinking and problem-solving abilities. (experience)
- Customer Focus: A customer-centric mindset focused on driving value and success for the customer. (experience)
- Organizational Skills: Excellent organizational skills to manage complex projects and customer engagements effectively. (experience)
- Fluent in english and italian (experience)
Responsibilities
- Team Leadership: Lead and mentor a team of cross-functional Customer Success Managers to develop and deliver strategic success plans for clients.
- Customer Relationship Management: Serve as a key point of accountability for clients, forging deep, trusted advisor relationships with both technical and business stakeholders.
- Platform Expertise: Develop a deep technical understanding of the Salesforce platform to help customers optimize their implementation and stay informed on new features.
- Incident Management: Act as the primary point of contact for major customer incidents, managing executive expectations and orchestrating resolution with internal and external teams.
- Strategic Guidance: Translate customer business needs into effective solutions and provide guidance on best practices and proactive services to ensure ongoing value and success.
- Business Impact: Ensure clients achieve measurable business impact through their Salesforce investment, leading to high customer satisfaction and successful contract renewals and expansion.
- Collaboration: Work closely with internal Salesforce teams, partners, and other stakeholders to provide a unified and seamless customer experience.
Tags & Categories
Director, Customer Success Management
Salesforce
Director, Customer Success Management
Job Description
Description The CSM Leader directs a team to ensure clients maximize their investment in Salesforce products by translating business needs into solutions, driving platform adoption, and managing major incidents. This role requires a strong understanding of the Salesforce platform, deep customer-centricity, and the ability to lead cross-functional initiatives, build strong customer relationships, and mentor a team of CSMs to deliver value and drive renewals. Key responsibilitiesTeam Leadership: Lead and mentor a team of cross-functional Customer Success Managers to develop and deliver strategic success plans for clients.Customer Relationship Management: Serve as a key point of accountability for clients, forging deep, trusted advisor relationships with both technical and business stakeholders.Platform Expertise: Develop a deep technical understanding of the Salesforce platform to help customers optimize their implementation and stay informed on new features.Incident Management: Act as the primary point of contact for major customer incidents, managing executive expectations and orchestrating resolution with internal and external teams.Strategic Guidance: Translate customer business needs into effective solutions and provide guidance on best practices and proactive services to ensure ongoing value and success.Business Impact: Ensure clients achieve measurable business impact through their Salesforce investment, leading to high customer satisfaction and successful contract renewals and expansion.Collaboration: Work closely with internal Salesforce teams, partners, and other stakeholders to provide a unified and seamless customer experience. Qualifications and skillsExperience: Significant experience in technical customer success, SaaS platform use, or technology consulting. Experience with Salesforce products (Sales, Service, Data Cloud) is essential.Leadership: Proven ability to lead, mentor, and multiply the effectiveness of a team.Technical Skills: Deep technical knowledge of the Salesforce platform is a must.Communication: Superb communication skills, both written and verbal, and the ability to translate complex technical information for a business audience.Strategic Mindset: A strategic and results-oriented mindset with strong critical thinking and problem-solving abilities.Customer Focus: A customer-centric mindset focused on driving value and success for the customer.Organizational Skills: Excellent organizational skills to manage complex projects and customer engagements effectively.Fluent in english and italian
Locations
- Milan, Italy
- New York, New York
- Austin, Texas
- San Francisco, California
Salary
Salary not disclosed
Estimated Salary Rangemedium confidence
95,000 - 140,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- experience with Salesforce products (Sales, Service, Data Cloud)intermediate
- Deep technical knowledge of the Salesforce platformintermediate
- Superb communication skills, both written and verbalintermediate
- ability to translate complex technical information for a business audienceintermediate
- strong critical thinking and problem-solving abilitiesintermediate
- Fluent in english and italianintermediate
Required Qualifications
- Experience: Significant experience in technical customer success, SaaS platform use, or technology consulting. Experience with Salesforce products (Sales, Service, Data Cloud) is essential. (experience)
- Leadership: Proven ability to lead, mentor, and multiply the effectiveness of a team. (experience)
- Technical Skills: Deep technical knowledge of the Salesforce platform is a must. (experience)
- Communication: Superb communication skills, both written and verbal, and the ability to translate complex technical information for a business audience. (experience)
- Strategic Mindset: A strategic and results-oriented mindset with strong critical thinking and problem-solving abilities. (experience)
- Customer Focus: A customer-centric mindset focused on driving value and success for the customer. (experience)
- Organizational Skills: Excellent organizational skills to manage complex projects and customer engagements effectively. (experience)
- Fluent in english and italian (experience)
Responsibilities
- Team Leadership: Lead and mentor a team of cross-functional Customer Success Managers to develop and deliver strategic success plans for clients.
- Customer Relationship Management: Serve as a key point of accountability for clients, forging deep, trusted advisor relationships with both technical and business stakeholders.
- Platform Expertise: Develop a deep technical understanding of the Salesforce platform to help customers optimize their implementation and stay informed on new features.
- Incident Management: Act as the primary point of contact for major customer incidents, managing executive expectations and orchestrating resolution with internal and external teams.
- Strategic Guidance: Translate customer business needs into effective solutions and provide guidance on best practices and proactive services to ensure ongoing value and success.
- Business Impact: Ensure clients achieve measurable business impact through their Salesforce investment, leading to high customer satisfaction and successful contract renewals and expansion.
- Collaboration: Work closely with internal Salesforce teams, partners, and other stakeholders to provide a unified and seamless customer experience.
Tags & Categories