Director Customer Success Management

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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.

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 at Salesforce. We 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.

Your Impact

• 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 coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
• Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.
• Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.
• Serve as Director-level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
• Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.
• Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.

Minimum Requirements

• Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
• ​​Experience developing and applying analytics adoption frameworks and value realization methodologies, such as Tableau Blueprint
• Experience supporting the Intelligence Community or Department of Defense, working with cleared personnel or military customers.
• Demonstrated experience teaching data analytics, data literacy, business intelligence, and guiding use case development
• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
• Entrepreneurial and "lead from the front". You’re a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture.
• You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
• You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
• Familiarity with Salesforce's product offerings, services, and the larger industry landscape
• Deep knowledge of data and analytics market trends—including emergent technologies like agentic AI—and proven success partnering with account teams and executive customers to drive Signature product penetration in the national security space.

Preferred Qualifications & Skills

• Experience with Salesforce, Tableau and/or a competing platform.
• Active TS/SCI clearance with a counterintelligence (CI) polygraph, and preferably a full-scope polygraph from an appropriate agency 
• Salesforce product certifications are a plus (Tableau Desktop Specialist, Tableau Server Administrator, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

This candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position.This position requires a USA TS/SCI security access level.

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 andbe your best, and our AI agents accelerate your impact so you cando 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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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $171,200 - $273,000 annually

There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $205,800 - $298,400 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.