Director, Customer Success Management

Our customers who drive the most value out of Salesforce rely on the Signature Success program and team. Signature Success aligns on each customer's needs, strategic objectives, and maturity. Customers are then supported through long term plans that align the right people, skills, coaching, and oversight to help customers achieve tangible results through Salesforce products. Insights and analysis are provided along the way to drive comprehensive support. The primary orchestrators driving Signature delivery are our versatile Customer Success Managers (CSM). The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs. The ideal candidate should have a strong background in people leadership, experience driving outcomes with enterprise Nonprofit organizations, as well as a strong grounding in customer success strategy. CSM Directors are able to research, synthesize, and develop insights and actions in a proactive way which best serves their portfolio. They will hire, coach, manage, and support a team of individuals with a variety of backgrounds.

The primary responsibility of the CSM Director is to drive Signature delivery across the EMEA Nonprofit portfolio of customers, through their leadership and CSM team. This role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor. Success in this role is measured across the business by retention of business, customer adoption, license consumption, and employee sentiment.

• Strong communication skills, both written and verbal.
• Clear, concise communication of customer success strategy, business value, and escalation guidance.
• Strong presentation skills.
• Confidently represent the team and strategy in executive forums and customer engagements.
• Proven ability to manage schedules, customer portfolios, and capacity planning.
• You should be comfortable using data to advocate for resources, process improvements, or customer facing changes.
• Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
• Understand enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models.
• Experience guiding customers in Nonprofit organizations through enterprise platform implementations with a focus on adoption, integration, and value realization.
• Experience with Salesforce Nonprofit Cloud and/or a relevant competing platform.
• Experience leading and growing high performing CSM teams with a focus on coaching and upskilling.
• Strong perspective and ability to guide managers through all levels of performance management.
• Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.
• Familiarity with Salesforce products, capabilities, and customer success methodology.
• Familiarity with customer success best practices, health scoring frameworks, and adoption metrics.
• Ability to represent customer outcomes and product value to diverse audiences (field, partners, customers, executives).
• Knowledge of how to translate complex customer challenges into actionable success plans and enablement content.

• 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 teams.
• 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, best practices, and how customers derive value from them, including knowledge of the Salesforce ecosystem.
• Strong analytical and operational abilities, especially around team performance, customer health metrics, prioritization, and efficiency.
• Demonstrated experience working with or supporting the Salesforce platform at an enterprise level, with a strong understanding of Nonprofit product options and use cases.

Our benefits and resources support you to find balance and be your best. You'll have opportunities for growth, learning, and collaboration in a supportive environment that encourages innovation and impact.

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. We are a recognised Disability Confidence member under the UK Government Disability Confidence employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt in to the interview scheme as part of the application process.

Salesforce is an equal opportunity employer and maintains a policy of non discrimination with all employees and applicants for employment. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, marital status, or political viewpoint. Employment decisions are based on merit. We provide a fair and inclusive environment for all employees throughout the entire employment cycle.