Job Category: Customer Success
About Salesforce
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. 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.
Role 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 Account Success team focused on the Healthcare & Life Sciences vertical, with a particular emphasis on the Payer space. 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. Customer centricity, teamwork, resourcefulness, flexibility, and a get-it-done demeanor are needed in this role.
Responsibilities
- Lead a team of CSMs and their managers, fostering growth and excellence.
- Address and resolve customer blocking issues in collaboration with frontline managers.
- Execute strategies for Signature Success Plan renewals across teams.
- Work closely with peers and selling partners on capacity planning for Signature obligations.
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
- Partner with recruiting teams to orchestrate impactful talent acquisition events.
- Collaborate on talent retention strategies, encompassing career pathing, promotions, and ongoing training.
- Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives.
- Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to Territory & OU leaders.
- Monitor key performance indicators, including Customer Health, using Customer Success Score and Salesforce Loyalty.
- Be responsible for delivery metrics, ensuring consistent progress and results.
Preferred Qualifications & Skills
- Possess a minimum of 4+ 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 trends and risks.
- Demonstrate excellent communication skills to bridge between 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 the larger industry landscape.
- Experience with Sales Cloud, Service Cloud, and Salesforce Industries, preferably Health Cloud.
- Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant).
- Experience with the Healthcare & Life Sciences industry, including but not limited to large Payers.
- Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
- Experience working with Enterprise-level customers.
Accommodations
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Posting Statement
At Salesforce, we believe that the business of business is to improve the state of our world. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Salesforce welcomes all.
For Washington-based roles, the base salary hiring range for this position is $183,600 to $266,300.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits.
