Director, Customer Success Management

Who We Are We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place. Description We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place. Position Description For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. We are looking for a leader to join our Tableau Team in our Regulated Industries Portfolio (Specifically Canada (CAN) and Financial Services (FINS)) in Account Success. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate is able to research, synthesize, and develop insights and actions from market intelligence & customer feedback. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role. Responsibilities Lead a team of Customer Success Managers, fostering growth and excellence Address and resolve customer blocking issues in collaboration with individual contributors Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams. Develop a point of view for Signature value to help grow Signature within the Tableau team in the CAN/FINS portfolio Work closely with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders As a Portfolio Leader, monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty As a Portfolio Leader, be responsible for delivery metrics, ensuring consistent progress and results Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives Preferred Qualifications And Skills Possess a minimum of 8+ years in leadership roles with direct experience in customer success and team management Exhibit strong critical thinking and ability to use data and insights to identify industry trends and risks Demonstrate excellent communication skills, and be a strong collaborator, to bridge across various teams and levels Showcase a proven track record in talent management, including recruitment, retention, and development Familiarity with Salesforce's product offerings, services, and regulated industries Experience with Tableau products, and/or a competing platform (i.e. Microsoft Power BI, Looker, Qlik, MicroStrategy, Domo) Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects Salary & Benefits At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. For Ontario-based roles, the base salary hiring range for this position is CAD 165,800 to CAD 215,800 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. This posting is to fill a vacancy on our team, unless otherwise noted. Seniority level Director Employment type Full-time Job function Other Industries IT Services and IT Consulting #J-18808-Ljbffr