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

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.

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 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. 

Qualifications and skills

• Experience: 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

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.