Director, Customer Success Management; Core - Life Sciences

Position: Director, Customer Success Management (Core - Life Sciences)
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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

We are hiring for a leader to join our Core Team in Regulated Industries Portfolio, supporting:

Life Sciences - Collaborates with life sciences companies to support digital health initiatives, regulatory compliance, outcomes through the Salesforce platform (Direct experience with Life Sciences Cloud strongly preferred).

This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.

Responsibilities

* Lead a team of Customer Success Managers, fostering growth and excellence

* Address and resolve customer blocking issues in collaboration with individual contributors

* Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the Core team in the HLS portfolio

* Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing

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

* Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training

* Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders

* As a Portfolio Leader, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty

* As a Portfolio Leader, be responsible for delivery metrics, ensuring consistent progress and results

* Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.

Preferred Qualifications and Skills

* Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management.

* Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks.

* Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels.

* Showcase a proven track record in talent management, including recruitment, retention, and development.

* Familiarity with Salesforce's product offerings, services, and regulated industries.

* Experience with Salesforce products, and/or a competing CRM

* Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

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Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our…