Portfolio Lead/ Director, Customer Success Management - Public Sector NGO
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.
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 Nonprofit Portfolio Account Success team. 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 Nonprofit 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 the larger Nonprofit industry landscape.
NOTE: This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office.
Our Investment In You
- World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!
- Exposure to executive thought leaders with a passion for living our values.
- Path to promotion with accelerated leadership development programs.
- Weekly 1:1 coaching with your leadership.
- Fast Ramp mentorship program.
- Volunteer Opportunities - Have you heard of our 1:1:1 model, focused on giving back to the community?
Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. 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.
Accommodations
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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 does not accept unsolicited headhunter and agency resumes.
For Washington-based roles, the base salary hiring range for this position is $143,500 to $281,500. For Washington D.C based roles, the base salary hiring range for this position is $157,900 to $309,700. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
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