Director, Customer Success Management (MuleSoft)

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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.

• Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)
• Lead a team of 8-12 CSMs, fostering growth and excellence.
• Address and resolve customer blocking issues as a leader representing Salesforce
• Implement strategies for Signature Success Plan renewals across teams.
• 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.
• Demonstrated competency of working in cross-functional teams (example Sales, Support, Delivery, etc.). Ability to leverage resources and build relationships internally and externally
• Escalation management: Effectively manages customer escalation (support, relationship, commercial issues) - demonstrates ability to establish a plan for the team, provides hands-on guidance, coaching and jumps in when needed
• Communicates effectively at the appropriate level with customers (VP/C-level) to secure long term growth, retention, and be trusted advisor
• 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.
• As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery and Attrition/Growth.
  

• Possess a minimum of 5 years in people management roles with direct experience in customer success team management and first line management experience
• 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.
  

• Experience with MuleSoft and/or competing platforms in middleware, API management, integration.
• Experience in driving MuleSoft adoption methodology (e.g., Catalyst)
• Salesforce product certifications are a plus (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.
  

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.

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