Director, Customer Success Management

Salesforce's Signature Success Plan delivers our highest level of customer partnership, combining proactive guidance, deep technical expertise, and strategic support to help customers maximize the value of their Salesforce investments. For our National Security customers, this means translating technology into mission outcomes, accelerating adoption, mitigating risk, and ensuring measurable business value.

We are seeking an experienced leader to join our National Security Customer Success organization, leading a team of Tableau Customer Success Managers supporting customers across the Intelligence Community, Department of War, and Aerospace and Government Systems Integrators.

This leader will be responsible for the health and growth of the national security territory and the CSMs in the business: driving customer success strategy, ensuring the delivery of Signature Success commitments, protecting renewal health, and maximizing the value customers realize from their Tableau investments. The role requires the ability to lead a high-performing team, navigate complex enterprise and government environments, build trusted executive relationships, and partner across Sales, Product, Engineering, and Support to deliver exceptional customer outcomes.

The ideal candidate brings a strong combination of people leadership, technical fluency, commercial acumen, and strategic customer engagement experience, with the ability to thrive in a fast-paced, complex environment. They are an effective coach and mentor, bring executive presence and sound judgment, and can navigate ambiguity, manage escalations, and influence stakeholders across organizational boundaries. They translate technical challenges into actionable business strategies and drive accountability for customer outcomes.

Above all, they are people and customer-focused, collaborative, resourceful, and committed to delivering results.

The following is a list of characteristics that make a great leader  expect our next Director, Customer Success Manager to exhibit each of these characteristics:

• Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment.
• Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages.
• Motivate and Champion – Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations.
• Salesforce Smart – Explains the vision and “the why” behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.
  
  Win as a Team – Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.

• 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…