Description
Director, Customer Success Management
Salesforce is seeking an experienced leader to join our National Security Customer Success organisation, leading a team of Tableau Customer Success Managers supporting customers across the Intelligence Community, Department of War, and Aerospace and Government Systems Integrators.
Your Impact
- Lead, mentor, and promote successful Customer Success Managers.
- Address and resolve customer issues as a leader representing Salesforce.
- Proactively identify renewal risks and develop action plans and strategies to mitigate risk.
- Develop an in-depth understanding of your customers' business and critical priorities, and align Salesforce solutions to them.
- Work closely with peers and selling partners on capacity planning for Signature obligations.
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
- Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.
- Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.
- Serve as Director-level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
- Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution.
- Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
- Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.
- Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
- Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.
Minimum Requirements
- Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
- Experience developing and applying analytics adoption frameworks and value realization methodologies, such as Tableau Blueprint.
- Experience supporting the Intelligence Community or Department of Defense, working with cleared personnel or military customers.
- Demonstrated experience teaching data analytics, data literacy, business intelligence, and guiding use case development.
- Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
- Entrepreneurial and "lead from the front". You're a proven leader and motivator, with deep experience leading technical organisations.
- You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
- You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
- Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
- Deep knowledge of data and analytics market trends,including emergent technologies like agentic AI,and proven success partnering with account teams and executive customers to drive Signature product penetration in the national security space.
Preferred Qualifications & Skills
- Experience with Salesforce, Tableau and/or a competing platform.
- Active TS/SCI clearance with a counterintelligence (CI) polygraph, and preferably a full-scope polygraph from an appropriate agency.
- Salesforce product certifications are a plus (Tableau Desktop Specialist, Tableau Server Administrator, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.
Note: This role is office-flexible, and the expectation is to be in office 3 days per week.
This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position. This position requires a USA TS/SCI security access level.