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.

Role Description

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.


Requirements & Skills

• 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.
• An understanding of enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models.
• Experience guiding customers 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.

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 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.

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 and be your best, and our AI agents accelerate your impact so you can do 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

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 Confident member under the UK Government Disability Confident 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. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

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.