Director, Customer Success Management

Overview

Salesforce is the leading AI CRM platform, empowering people to drive customer success together. This role focuses on the Signature Success program, where Customer Success Managers align long term plans to meet each customer's needs and strategic objectives, ensuring tangible results from Salesforce products.

Responsibilities

• Lead strategy for Signature Success plan delivery across the EMEA Nonprofit portfolio, guiding a team of CSMs.
• Research, synthesize, and develop insights and actions that best serve the portfolio.
• Hire, coach, manage, and support team members, fostering continuous skill development.
• Drive Signature delivery, measuring retention, adoption, license consumption, and employee sentiment.
• Collaborate with senior leaders across Product, Engineering, Sales, Services, and Success to align on outcomes.
• Represent the team and strategy in executive forums and customer engagements.
• Advocate for resources and process improvements using data insights.

Requirements & Skills

• Strong written and verbal communication, including concise delivery of strategy and escalation guidance.
• Strong presentation skills, confident representation in executive forums.
• Proven ability to manage schedules, portfolios, and capacity planning.
• Experience engaging senior leaders across multiple functional areas.
• Understanding of enterprise customer lifecycle management and Salesforce cloud platforms.
• Experience guiding Nonprofit organizations through enterprise platform implementations, focusing on adoption and value realization.
• Experience with Salesforce Nonprofit Cloud or a comparable platform.
• Leadership of high performing CSM teams, coaching and upskilling focus.
• Strong perspective on performance management across all manager levels.
• Collaboration and negotiation skills to drive outcomes in a matrixed environment.
• Familiarity with Salesforce products, customer success methodology, best practices, health scoring frameworks, and adoption metrics.
• Ability to translate complex customer challenges into actionable success plans and enablement content.
• Strong analytical and operational abilities around team performance, customer health metrics, and efficiency.

Minimum Qualifications

• 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields.
• 3-5 years of people management or leadership experience, including managing high performing Customer Success teams.
• Proven experience managing customer portfolios and resource planning across complex, multi segment customer bases.
• Demonstrated success in driving cross functional alignment with Product, Sales, Services, and Engineering.
• Experience leading high priority customer initiatives or programs with executive visibility and business critical outcomes.
• Strong knowledge of Salesforce products and platform, including features, capabilities, and best practices.
• Experience with Salesforce ecosystem and ecosystem related advantages.