Responsibilities
- Lead the strategy for Signature Success Plan delivery across Customer Success Managers (CSMs).
- Research, synthesize, and develop insights and actions from market intelligence and customer feedback.
- Hire, coach, manage, and support a diverse team.
- Accomplish Signature delivery across a given book of business.
- Measure success through customer and employee sentiment, retention, and adoption.
Requirements
- 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields.
- 3–5 years of people management or leadership experience.
- Proven ability to manage schedules, customer portfolios, and capacity planning.
- Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
- Understanding of enterprise customer lifecycle management and Salesforce cloud platforms.
- Experience leading high‑performing CSM teams.
- Familiarity with Salesforce products, capabilities, and customer success methodology.
- Ability to represent customer outcomes and product value to diverse audiences.
- Deep familiarity with Sales Cloud and Service Cloud capabilities for Core Clouds, and with Commerce Cloud and Marketing Cloud for Digital.
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