Director, Customer Success Management

Responsibilities

• Lead the strategy for Signature Success Plan delivery across Customer Success Managers (CSMs).
• Research, synthesize, and develop insights and actions from market intelligence and customer feedback.
• Hire, coach, manage, and support a diverse team.
• Accomplish Signature delivery across a given book of business.
• Measure success through customer and employee sentiment, retention, and adoption.

• 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields.
• 3–5 years of people management or leadership experience.
• Proven ability to manage schedules, customer portfolios, and capacity planning.
• Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
• Understanding of enterprise customer lifecycle management and Salesforce cloud platforms.
• Experience leading high‑performing CSM teams.
• Familiarity with Salesforce products, capabilities, and customer success methodology.
• Ability to represent customer outcomes and product value to diverse audiences.
• Deep familiarity with Sales Cloud and Service Cloud capabilities for Core Clouds, and with Commerce Cloud and Marketing Cloud for Digital.