Customer Success Manager supporting client accounts in regulated industries across Australia. Driving product adoption, retention, and expansion through proactive engagement and account management.
SA
Hybrid Senior Director, Customer Success Manager – Core Clouds/Consumer Business Services
Posted 1 hour ago
About the role
- Senior Director leading a team of Customer Success Managers to drive Salesforce's Signature Success Plan in Consumer Business Services. Fostering customer impact and strategic alignment with sales teams.
Responsibilities
- Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact
- 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 Consumer Business Services 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 Frontline Manager, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty
- As a Frontline Manager, 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.
Requirements
- Possess a minimum of 10+ years with direct experience in customer advisement 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 (Sales Cloud, Service Cloud, Agentforce, Data 360), and the larger Consumer Business Services landscape.
Benefits
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Job title
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