Customer Success Director

7 days ago

London, Greater London, United Kingdom SalesForce Full time
About the Role

The Customer Success Director serves as a key liaison between Salesforce and our most valued enterprise customers, ensuring they receive the highest level of support and expertise to maximize their investment in our platform.

Key Responsibilities
  • Orchestrate Customer Experience: Coordinate all deliverables and services for our Signature customers, including onboarding, contract renewal, and expansion.
  • Develop Strategic Relationships: Foster deep relationships with customer team members and leverage industry knowledge to improve implementation health and drive business value.
  • Partner with Salesforce Teams: Collaborate across departments to provide a unified Signature experience for customers, aligning with business and technical stakeholders to ensure seamless execution.
  • Drive Customer Success Metrics: Monitor and improve Customer Success Score metrics for customers, handling escalations and red accounts with a focus on resolution and customer satisfaction.
Preferred Qualifications and Skills
  • Industry Expertise: 10+ years of experience in Customer Success, SaaS platform use, project leadership, technology consulting, and/or solutions architecture.
  • Product Knowledge: Strong understanding of Salesforce product and platform features, capabilities, and standard methodologies, as well as enterprise architecture principles.
  • Consultative Skills: Proven ability to work as a trusted advisor, driving business value for customers through consultative skills, deep curiosity, and results-driven approach.
  • Executive-Level Interpersonal Skills: Ability to drive effective conversations at the C-Level, present complex ideas, and influence executive-level decision-making.
  • Facilitation and Communication: Skilled in facilitating difficult discussions, handling objections, and communicating complex ideas in a clear and concise manner.

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