Director of Customer Success Management

• 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
• 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
• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year- 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
• 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
• 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields
• Strong analytical and operational abilities, especially around team performance, customer health metrics, prioritization, and efficiency
• 3–5 years of people management or leadership experience, including managing high-performing Customer Success teams
• Demonstrated experience working with or supporting the Salesforce platform at an enterprise level, with a strong understanding of Nonprofit product options and use cases
• Demonstrated success in driving cross-functional alignment with Product, Sales, Services, and Engineering teams
• Proven experience managing customer portfolios and resource planning across complex, multi-segment customer bases