Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
About the role
- Director of Customer Success Management overseeing a team at Salesforce. Focused on driving customer engagement and success metrics for enterprise clients.
Responsibilities
- Lead, mentor, and promote successful Customer Success Managers (CSMs).
- 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.
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".
- Proven leader and motivator, with deep experience leading technical organizations.
- Strong emotional intelligence for customers and deliver customer support.
Benefits
- time off programs
- medical, dental, vision, mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Job title
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Location requirements
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