Director, Customer Success Management

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

  

Our customers looking to get the most value out of Salesforce with an enterprise experience 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 Federal Civilian Portfolio Account Success team as Frontline Manager reporting to a Portfolio Lead and directly managing a team of CSMs. This role leads the strategy for Signature Success Plan fulfillment and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success and Platform Health 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, leadership, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Your Impact

• Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact

• 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 Federal Civilian 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 Frontline Manager, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty

• As a Frontline Manager, 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.

Minimum Requirements

• Possess a minimum of 8+ years with direct experience in customer advisement 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 the larger Federal landscape.

NOTE: This is an office-flexible role. The expectation is to be in-office 3 days a week.

Unleash Your Potential

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

For Washington D.C based roles, the base salary hiring range for this position is $185,500 to $268,900.