Customer Success Manager (CSM) Director fostering relationships with healthcare organizations at Salesforce. Supporting business objectives and managing customer incidents with Salesforce's platform capabilities.
About the role
- Product Director driving customer success and preventing attrition at Salesforce. Leading strategic initiatives to enhance customer retention across multiple roles.
Responsibilities
- Act as a strategic bridge between our Sales and Customer Success organizations
- Architect programs and guardrails that ensure we are not only acquiring new customers but setting them up for enduring success
- Shape sales strategy and compensation from a customer-centric lens and have a measurable impact on our company's net retention
- Lead research and strategy for our assigned cloud product
- Leverage data to drive insights, build scalable frameworks for engagement, and provide strategic recommendations that ensure our customers realize the full potential of their partnership with us, all while upholding our #1 value: Trust.
- Lead our strategy for preventing churn related to implementation, onboarding, and technical debt
- Focus on the critical early stages of the customer journey, ensuring that our customers—whether their implementation is handled internally, by partners, or through professional services—are set up for long-term success.
- Build governance models for our partner ecosystem, and create pathways for customers to modernize their technology stack
- Partner closely with our Technology & Products (T&P) organization to analyze, prioritize, and execute high-impact programs that address the root causes of attrition
Requirements
- 10+ years of experience in a strategic role within Management Consulting, Sales Strategy, Sales Operations, Revenue Operations, Customer Success, Product Management, Professional Services, Implementation Consulting, Partner Management, or Strategy at an enterprise SaaS company.
- Advanced Analytical Skills: Proven ability to analyze complex and disparate datasets, connecting pre-sales activities to post-sales outcomes.
- Experience with tools like Salesforce, Tableau, SQL, or other BI platforms is essential.
- Exceptional Influencing Skills: A track record of successfully influencing senior leadership and cross-functional partners without direct authority.
- Must be comfortable presenting sensitive data and challenging the status quo in a constructive, collaborative manner.
- Strong Business Acumen: Fluency in key SaaS metrics (Churn, NRR, LTV, CAC) and the ability to translate data into strategic business recommendations.
- Communication & Storytelling: World-class ability to craft and deliver compelling presentations that tell a clear story, supported by data, to an executive audience.
- Education: Bachelor’s degree in Business, Finance, Economics, or a related field. MBA or equivalent advanced degree is highly preferred
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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