Director, Customer Success Management

ent and retention to performance management and navigating change. Key responsibilities include:

• Lead a team of CSMs, often comprised of a set of accounts aligned by industry and/or geography, fostering growth and excellence

• Align closely with Territory, Renewals, and Success Plan Sellers

• Align closely with Sales Leaders

• Define priorities across their book of business and drive strategies for Signature Success Plan growth, renewals and investments across their team(s)

• Monitor and optimize engagement delivery and critical metrics for Signature customers

• Work closely across stakeholders on capacity planning for Signature obligations

• Monitor and resolve customer blocking issue

• Another key area is monitoring and, where possible, expanding the Signature footprint which requires alignment with Success Plan sellers and Sales leadership.

• CSM People Leader is directly responsible for the monitoring and, where possible, expansion of the licenses footprint as this metric rolls up to the OU Aligned CSM Leader

• Finally the CSM Leader should support the team with escalations and ensure all stakeholders are involved and aligned.

Minimum Requirements

• +5 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• +2 years in Salesforce Ecosystem & Core

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Knowledge of software development process and design methodologies

• Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects

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