Director, Customer Success Management

Overview

The CSM Leader directs a team to ensure clients maximize their investment in Salesforce products by translating business needs into solutions, driving platform adoption, and managing major incidents. This role requires a strong understanding of the Salesforce platform, deep customer-centricity, and the ability to lead cross-functional initiatives, build strong customer relationships, and mentor a team of CSMs to deliver value and drive renewals.

Key Responsibilities

• Team Leadership: Lead and mentor a team of cross-functional Customer Success Managers to develop and deliver strategic success plans for clients.
• Customer Relationship Management: Serve as a key point of accountability for clients, forging deep, trusted advisor relationships with both technical and business stakeholders.
• Platform Expertise: Develop a deep technical understanding of the Salesforce platform to help customers optimize their implementation and stay informed on new features.
• Incident Management: Act as the primary point of contact for major customer incidents, managing executive expectations and orchestrating resolution with internal and external teams.
• Strategic Guidance: Translate customer business needs into effective solutions and provide guidance on best practices and proactive services to ensure ongoing value and success.
• Business Impact: Ensure clients achieve measurable business impact through their Salesforce investment, leading to high customer satisfaction and successful contract renewals and expansion.
• Collaboration: Work closely with internal Salesforce teams, partners, and other stakeholders to provide a unified and seamless customer experience.

Qualifications And Skills

• Experience: Significant experience in technical customer success, SaaS platform use, or technology consulting. Experience with Salesforce products (Sales, Service, Data Cloud) is essential.
• Leadership: Proven ability to lead, mentor, and multiply the effectiveness of a team.
• Technical Skills: Deep technical knowledge of the Salesforce platform is a must.
• Communication: Superb communication skills, both written and verbal, and the ability to translate complex technical information for a business audience.
• Strategic Mindset: A strategic and results-oriented mindset with strong critical thinking and problem-solving abilities.
• Customer Focus: A customer-centric mindset focused on driving value and success for the customer.
• Organizational Skills: Excellent organizational skills to manage complex projects and customer engagements effectively.
• Languages: Fluent in English and Italian.