• As a Customer Success Manager (CSM), Director, you will serve as a named resource and partner for Salesforce’s customer organizations
• You are a trusted advisor, forging deep relationships with your customers and account teams, maintaining an awareness of key events, needs, potential risks, and value drivers
• With a continual focus on your customers’ business needs, you will help to improve their overall technical and operational health, helping them to realize the maximum value out of their Salesforce investment
• You will act as a point of contact for any major customer incidents, being responsible for managing expectations and communications through the resolution of such incidents
• This CSM Director position will be aligned to the Healthcare (Payer & Provider) customer segment

Involvement may include supporting our Healthcare customers with their business priorities, aligning Salesforce capabilities to business outcomes, support of key events such as Open Enrollment & Welcome Season activities, key technical deployments, platform performance health and issue resolution and industry-specific adoption of our Core Clouds, Agentforce, and Data Cloud

• This will require strong consultative and communication skills in addition to technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience
• These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events
• This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience
• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic customers
• May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers
• Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature
• Single point of customer accountability building and maintaining strong, trusted relationships

Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts

• This will require deep technical knowledge of the Salesforce platform, and the ability to work closely across internal and external teams to provide a unified Signature experience
• Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture
• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles
• Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers
• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level
• Ability to facilitate difficult discussions and be adept at handling objections
• Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy
• Experience working with Enterprise-level customers

Unleash Your Potential

• The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education
• In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience
• Certain roles may be eligible for incentive compensation, equity, and benefits
• Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program
• The typical base salary range for this position is $171,200 - $273,000 annually
• In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $205,800 - $298,400 annually

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable