Director, Customer Success Management

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, 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 Account Success team focused on Signature Success customers from our fast-growing business in the Philippines, Indonesia, Thailand, Vietnam, and Malaysia. This role will lead a team of Customer Success Managers (CSM) who are accountable for delivering the best-in-class customer outcomes for the Signature Success customers. The person is responsible for “running the Signature Success business”, executes and drives the strategy of Signature Success Plan renewals and growth aligning closely with Renewals and Success Plan Sellers. An ideal candidate has strong people management capability and a background in Customer Success strategies, trends, and outcomes at the enterprise level. The candidate has abilities engaging CxO-level stakeholders and can 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 CSMs, forecasting growth, excellence, and High Performing Culture.
• Execute strategies for Signature Success Plan renewals and growth across the assigned portfolio.
• Engage in top Signature Success prospects by providing direct customer-facing presales support and formulating strategies to accelerate deal close.
• Actively engage in account strategy and be a part of executing the strategy for select accounts.
• Foster executive relationships with covered customers and internally to drive value of Signature investment.
• Ensure the team successfully delivers the obligations and entitlements of the Signature offer.
• Proactively identify and remediate high-risk customers, and address & resolve complex customer blocking issues.
• Own the direct relationship with Sales leaders in various countries and build successful partnerships with broader stakeholders serving this OU to achieve common goals.
• Work closely with peers and selling partners on capacity planning for Signature obligations.
• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
• Deliver operating unit targets and key performance metrics through operational execution and discipline.
• Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to stakeholders and Operating Unit (OU) leaders.
• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.

Preferred Qualifications and Skills

• Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
• The ideal candidate has experience in growth markets such as Thailand, Vietnam, Philippines in addition to Indonesia.
• Proven success in establishing a clear vision and driving change within a customer-facing organization within the enterprise software/technology industry.
• Couple with a customer-centric mindset and strong critical thinking, exhibit the ability to use data and insights to identify trends and risks, and inform strategies, tactics, and execution.
• Demonstrate excellent communication skills to bridge between various teams and levels, and negotiation skills both with customers and internally.
• Experience in building executive relationships and driving/influencing change with complex Enterprises across all functional areas, in particular Sales.
• Showcase a proven track record in building a high-performing team, including performance management, talent management, recruitment, retention, and development.
• Experience with Enterprise-scale organizations and demonstrated leadership to make rapid decisions and problem-solving in this environment.
• Track record of delivering against targets and KPIs.
• Familiarity with Salesforce's product offerings, services, and the larger industry landscape.
• Resilient & capable of dealing with complex & challenging situations.