# MuleSoft Customer Success Manager

**Company**: Salesforce
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $171,200 - $273,000 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/New-York---New-York/Director--Customer-Success-Management--MuleSoft-_JR366025?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_cc0da665-5bf

## Description

We are looking for a proven leader to join the MuleSoft Customer Success management team. As a MuleSoft Customer Success Manager, you will drive adoption of MuleSoft's products for customers on the Signature Success Plan, including renewals and growth across teams.

Responsibilities:

- Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)

- Manage a team of 6-12 CSMs, fostering growth and excellence

- Resolve customer-blocking issues as a senior representative of Salesforce

- Implement strategies for Signature Success Plan renewals across teams

- Partner with peers and selling teams on capacity planning for Signature obligations

- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed

- Oversee critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution

- Work effectively in cross-functional teams (e.g., Sales, Support, Delivery), leveraging resources and building strong relationships internally and externally

- Manage escalations (support, relationship, and commercial) by setting a plan for the team, providing hands-on guidance and coaching, and stepping in when needed

- Communicate effectively with customers at the VP and C-level to secure long-term growth and retention as a trusted advisor

- Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams

- Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training

- Ensure teams are proficient in New Product Introduction (NPI) and New Service Introduction (NSI) initiatives

- Stay informed on market trends, risks, and opportunities specific to customers and industries, and share insights with Territory and OU stakeholders

- Monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth for MuleSoft Customer Success

Requirements:

- 10+ years in customer-focused account management roles

- Proven ability to thrive in fast-paced, high-growth environments, with a willingness to wear multiple hats and the confidence to challenge norms and drive customer outcomes

- Strong critical thinking, with the ability to use data and insights to identify trends and risks

- Entrepreneurial, “lead from the front” mindset: a proven motivator with deep background managing technical organizations, who drives results while balancing empathy and a people-first culture

- Strong emotional intelligence toward customers, delivering the kind of service you would expect to receive: with excellence

- Skilled communicator who knows what to say and, more importantly, how to say it, with a track record of building strong internal and external relationships and influencing account technical strategy and business outcomes at the Director/VP+ level

- Exceptional communication and presentation skills, with the ability to translate technical concepts into business terms and partner with senior client executives from IT teams to the C-level

- Familiarity with Salesforce’s products, services, and the broader industry landscape

- Established ability to build relationships with senior executives (Director/VP+) and influence technical strategy

- Strong orchestration and project management skills, including scope control, stakeholder alignment across multiple business units, timeline ownership, and executive-ready reporting

- Demonstrated success driving incremental Annual Contract Value (iACV) through expansion sales and managing Net Revenue Retention (NRR) strategies and tactics

Benefits:

- Time off programs

- Medical, dental, vision

- Mental health support

- Paid parental leave

- Life and disability insurance

- 401(k)

- Employee stock purchasing program

## Skills

### Required
- Customer Success
- Account Management
- Leadership
- Communication
- Project Management

### Nice to have
- MuleSoft
- Salesforce
- Integration Technologies
- AI
- Agentic Technologies

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/New-York---New-York/Director--Customer-Success-Management--MuleSoft-_JR366025?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)