Director, Customer Success Management
About the role
Description 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.
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.
About griddable.io
Griddable.io is a San Jose, CA based SaaS startup that closed Series A funding in 2017 from August Capital, Artiman Ventures, and Carsten Thoma, founding CEO of Hybris (acquired by SAP).
The griddable.io concept was conceived by Rajeev Bharadhwaj, a serial entrepreneur with a vision to create a globally synchronized enterprise. He made a key decision to build-on vs. replace traditional databases and develop a new approach for synchronous data integration.
After identifying the Databus open source project at LinkedIn as a foundational technology, he recruited Chavdar Botev, the primary architect of Databus, and Burton Hipp, who co-founded a prior startup with Rajeev. Together they created the first griddable.io product, proved the technology at design partners, and recruited Robin Purohit as CEO, a software industry veteran known to the team from VERITAS and HP.
Director, Customer Success Management
About the role
Description 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.
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.
About griddable.io
Griddable.io is a San Jose, CA based SaaS startup that closed Series A funding in 2017 from August Capital, Artiman Ventures, and Carsten Thoma, founding CEO of Hybris (acquired by SAP).
The griddable.io concept was conceived by Rajeev Bharadhwaj, a serial entrepreneur with a vision to create a globally synchronized enterprise. He made a key decision to build-on vs. replace traditional databases and develop a new approach for synchronous data integration.
After identifying the Databus open source project at LinkedIn as a foundational technology, he recruited Chavdar Botev, the primary architect of Databus, and Burton Hipp, who co-founded a prior startup with Rajeev. Together they created the first griddable.io product, proved the technology at design partners, and recruited Robin Purohit as CEO, a software industry veteran known to the team from VERITAS and HP.