Director, Customer Success Management

3 weeks ago

Sydney, New South Wales, Australia Salesforce Full time
Overview

Director, Customer Success Management role at Salesforce. Led by focusing on Signature customers in Financial Services industries in Australia and New Zealand. Responsible for running the Signature Success business, driving renewals and growth, and aligning with Renewals and Success Plan Sellers. The ideal candidate has strong people management, enterprise customer success strategy experience, and the ability to engage CxO-level stakeholders with market intelligence and customer feedback.

Responsibilities
  • Lead a team of Customer Success Managers (CSMs), forecast growth, foster excellence, and build a high-performing culture.
  • Execute strategies for Signature Success Plan renewals and growth across the assigned portfolio.
  • Provide direct customer-facing presales support to top Signature Success prospects and formulate strategies to accelerate deal closure.
  • Engage in account strategy and help execute the strategy for select accounts.
  • Foster executive relationships with customers and internal stakeholders to drive value of Signature investment.
  • Ensure the team delivers obligations and entitlements of the Signature offer.
  • Identify and remediate high-risk customers and address and resolve complex blocking issues.
  • Own relationships with Sales leaders aligned to the Operating Unit and partner with broader stakeholders to achieve common goals.
  • Collaborate with peers and selling partners on capacity planning for Signature obligations.
  • Align customer allocations with Signature coverage and manage team-based allocations and resources as needed.
  • Deliver operating unit targets and KPIs through disciplined execution.
  • Stay informed on market trends, risks, and opportunities, communicating insights to stakeholders and OU leaders.
  • Inspire a vibrant, inclusive culture that motivates the team to perform at their best.
Preferred Qualifications and Skills
  • Strong track record in leadership roles with direct experience in customer success and team management.
  • Financial Services industry experience is preferred.
  • Proven ability to establish a clear vision and drive change within a customer-facing organization.
  • Customer-centric mindset with strong data-driven thinking to identify trends and inform strategy and execution.
  • Excellent communication and negotiation skills across internal teams and with customers; experience building executive relationships.
  • Experience leading high-performing teams, including performance and talent management, recruitment, retention, and development.
  • Experience with enterprise-scale organizations and rapid decision-making in complex environments.
  • Track record of delivering against targets and KPIs.
  • Familiarity with Salesforce product offerings, services, and the broader industry landscape.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. For more information, please see our Reconciliation Action Plan and accommodations process if needed.


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