Director, Customer Success Management

1 week ago

Copenhagen, Copenhagen, Denmark Salesforce, Inc. Full time

Position Overview:
As a People Leader at Salesforce, you will be responsible for leading and inspiring a team of highly skilled and passionate Customer Success Managers (CSMs). You will ensure that your team delivers on Salesforce's mission to provide exceptional customer experiences, drive product adoption, and ultimately contribute to our customers' long-term success. You will coach, mentor, and develop the next generation of Customer Success leaders while aligning with broader business goals and objectives.

Key Responsibilities:

  1. Leadership & People Management: Lead, inspire, and manage a diverse team of Customer Success Managers, fostering a high-performance culture and promoting accountability, collaboration, and continuous improvement.

  2. Team Development & Coaching: Provide regular coaching, feedback, and professional development opportunities to help CSMs grow their careers. Implement strategies for talent development, including setting clear expectations and delivering performance reviews.

  3. Customer Success Strategy: Develop and execute strategies that ensure our customers derive maximum value from Salesforce solutions. Align team goals with organizational objectives, and track key performance indicators (KPIs) to measure success.

  4. Cross-Functional Collaboration: Work closely with Sales, Marketing, Product, and Support teams to ensure alignment across the customer lifecycle and address any challenges or opportunities.

  5. Customer Advocacy: Be the voice of the customer within the organization by driving insights, advocating for customer needs, and ensuring their feedback is effectively communicated to relevant stakeholders.

  6. Operational Excellence: Optimize processes and workflows to ensure the team is efficient, proactive, and scalable. Leverage data and analytics to continuously improve customer success outcomes and identify areas for operational improvement.

  7. Change Management: Lead your team through any changes in products, processes, or organizational shifts while maintaining morale, productivity, and focus on customer outcomes.

  8. Reporting & Metrics: Monitor and report on the team's progress, customer health scores, retention rates, and other key metrics. Ensure alignment with organizational and financial targets.

Skills & Qualifications:

  1. 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a people management role.

  2. Strong leadership and coaching skills, with experience managing teams in fast-paced and dynamic environments.

  3. Proven track record of driving customer success outcomes, including product adoption, renewals, and customer satisfaction.

  4. Exceptional communication and interpersonal skills, with the ability to influence and collaborate across various teams and senior leadership.

  5. Strong problem-solving skills, with a customer-first mindset and the ability to prioritize and execute in a high-pressure environment.

  6. Experience with CRM software (preferably Salesforce) and data analytics tools to track and manage performance.

  7. Ability to foster a culture of trust, accountability, and growth within a team.

  8. Strong understanding of SaaS business models, customer lifecycle, and revenue retention strategies.

  9. Bachelor's degree in Business, Marketing, or related field (preferred).

Why Salesforce?

  1. Innovation: Salesforce is a leader in innovation, constantly evolving to meet customer needs with cutting-edge solutions.

  2. Culture: We are committed to creating an inclusive, supportive, and growth-oriented environment for our employees.

  3. Development Opportunities: At Salesforce, we provide extensive learning resources and opportunities for personal and professional growth.

  4. Impact: Your work will help change the way businesses interact with their customers, making a meaningful impact on both our customers and the world.

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