Senior Director of Customer Success Management

• At Salesforce, we help organizations connect with customers through AI, Data, and CRM
• Guided by our core values of trust, customer success, innovation, equality, and sustainability, we support positive impact while creating opportunities for employees to grow world-class careers
• Customers seeking the highest level of partnership and expertise from Salesforce choose the Signature Success Plan
• Signature Success provides proactive guidance, specialized expertise, and strategic support to help enterprise customers maximize value from their Salesforce investments
• We are seeking a Senior Director of Customer Success to lead our Dublin-based Signature Success organization
• In this executive leadership role, you will be responsible for customer retention, success plan renewals, expansion opportunities, and overall customer outcomes across a portfolio of enterprise customers
• You will scale a high-performing Customer Success organization while partnering closely with Sales, Renewals, and cross-functional stakeholders to drive operational excellence and regional growth
• Lead, develop, and scale a high-performing, multi-tiered Customer Success organization across the EMEA region
• Attract, onboard, and retain top talent, fostering a culture of continuous learning, psychological safety, and cross-functional collaboration
• Provide strategic coaching, mentorship, and leadership pathways for direct reports and the broader organization
• Drive workforce planning, organizational design, and talent allocation strategies to support regional scale
• Develop and execute comprehensive retention and growth strategies to secure renewals and maximize product adoption
• Partner with Renewals and Sales leadership to expand Net New Annual Contract Value (ACV) and improve customer health scores
• Standardize the execution of customer success methodologies to ensure consistent, repeatable value delivery across all customer accounts
• Serve as the executive sponsor and senior escalation point for strategic enterprise accounts
• Build trusted, long-term relationships with C-suite stakeholders and technology leaders within client organizations
• Lead complex, value-driven business discussions centered on digital transformation, platform adoption, and business outcomes
• Collaborate with Customer Success Operations to define the customer lifecycle, optimization channels, and engagement touchpoints
• Manage organizational structures, compensation frameworks, and resource capacity planning effectively
• Establish, monitor, and analyze key performance indicators (KPIs) to drive data-backed strategic decisions
• Architect and execute a human-led, agent-powered customer success ecosystem that leverages modern AI tools to improve delivery velocity
• Ensure organization-wide technical readiness for new product introductions, platform capabilities, and emerging technologies
• Analyze market trends, client feedback, and competitive dynamics to mitigate churn risks and uncover growth opportunities
• Translate regional market insights into actionable feedback for global product and executive leadership teams

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- Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion
• 7+ years of experience leading and scaling multi-layered enterprise SaaS or cloud-focused customer organizations (including experience managing people managers)
• Demonstrated success leading large organizations through hyper-growth, structural evolution, or business transformation
• Exceptional communication, diplomatic negotiation, and consensus-building skills with a history of advising C-suite stakeholders
• 15+ years of professional experience in Customer Success, Account Management, Professional Services, or a related customer-facing function within the technology sector
• Bachelor’s degree or equivalent practical experience
• Strategic understanding of hyperscaler landscapes (e.g., AWS, Microsoft Azure, Google Cloud)
• Experience operating within a consumption-based or usage-based cloud business model
• Deep familiarity with the Salesforce ecosystem, or complex enterprise architectures spanning CRM, Data, and AI platforms
• Experience collaborating with Global Systems Integrators (GSIs) and enterprise technology partners
• A sophisticated conceptual understanding of AI capabilities, large language models, and agentic workflows, with the ability to translate technical features into enterprise business value