Customer Success Director at Salesforce

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Program Delivery, IT Consulting, Salesforce Products, Stakeholder Management, Forward Planning, Long Term Thinking, Executive Relationship Building, Salesforce Expertise, Joint Account Plan Management, Proactive Alerts, Release Readiness Reviews, Case Triage, SaaS Platform Use, Project Leadership, Solutions Architecture

Industry

Software Development

Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. For our customers who wish to get the most value out of Salesforce, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. The Customer Success Director serves as a named resource and partner for their Salesforce Signature customer. They orchestrate all deliverables their customer is entitled to, including overseeing the day-to-day customer Signature experience from onboarding through Signature contract renewal and expansion. They develop deep relationships with their customers’ team members and pair that knowledge with relevant industry knowledge to improve the customer’s implementation health. This role requires strong partnership and teaming across Salesforce at all levels - including orchestrating a team of aligned Customer Success resources - to provide a unified Signature experience for their customer. An ideal candidate has a background in managing large, complex enterprise customers in Customer Success or Program Delivery / IT Consulting and has strong experience with Salesforce products. The candidate is able to work and influence multiple stakeholders, businesses and subsidiaries, with a strong capacity to understand and articulate complex and mission critical customer scenarios and customer business impact. They are able to quickly react and respond alongside strength in forward planning and long term thinking. This is an Individual Contributor role, with significant business impact. Responsibilities Serve as the single point of customer accountability who is responsible for the orchestration of all Signature deliverables, experience, and customer health. Build and cultivate executive-level relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers Provide strong Salesforce expertise and insights about the customer’s environments to evangelise the capabilities of Salesforce across all of our clouds, and communicate tailored recommendations and standard practices all of our clouds, encouraging Success Plan expansion across uncovered products Accountable for the creation, and overall management of the Customers’ Joint Account Plan, in partnership with Sales and Professional Services, to ensure a cohesive Customer Success strategy and delivery as One Salesforce Provides insights and guidance on improving performance via proactive alerts, assessing historical service case history trends, delivering release readiness reviews, and managing key events such as customer launches and critical business events by partnering with relevant teams and resources to drive the best customer outcomes Act as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of these issues. Preferred Qualifications and Skills Experienced professional of relevant industry expertise in Customer Success, SaaS platform use or Project Leadership, Technology Consulting, and/or Solutions Architecture Technical expertise with one or more Salesforce clouds (Sales/Service CRM, Agentforce, Data Cloud, MuleSoft) in solution design, project delivery, or implementation is required Strong consultative skills, deep curiosity, and confirmed results working as a Trusted Advisor to drive business value for customers Exceptional communication and presentation skills with demonstrated ability to present and influence effectively at all levels of the organization. Ability to drive effective and influencing conversations at the C-level; facilitate difficult discussions and be adept at handling objections Good to have: Understanding of enterprise architecture principles *LI-Y Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. 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.

Responsibilities

The Customer Success Director acts as the single point of accountability, orchestrating all Signature deliverables and managing the customer experience from onboarding through renewal and expansion. This role involves building executive-level relationships and providing strong Salesforce expertise to drive adoption and expansion across all clouds.