Customer Success Area Senior Lead

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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.

Position Description
For our FINS customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans. The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.

Responsibilities

• Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
• Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
• Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
• Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
• Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
• Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
• Promote CSG resources through multi-channel communication, ensuring leaders and AE's understand and use the customer success support process.
• Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
• Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholders

Qualifications And Skills

• 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
• Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
• Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
• Capable to navigate complicated discussions, handle objections, and drive alignment.
• Expertise in at least one line of business (LoB) or specific industry sector, preferably FINS (financial).
• An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.

Note: This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office
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.

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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.