Director, Customer Success Management

Salesforce's Signature Success Plan delivers our highest level of customer partnership, combining proactive guidance, deep technical expertise, and strategic support to help customers maximize the value of their Salesforce investments. For our National Security customers, this means translating technology into mission outcomes, accelerating adoption, mitigating risk, and ensuring measurable business value.

We are seeking an experienced leader to join our National Security Customer Success organization, leading a team of Tableau Customer Success Managers supporting customers across the Intelligence Community, Department of War, and Aerospace and Government Systems Integrators.

This leader will be responsible for the health and growth of the national security territory and the CSMs in the business: driving customer success strategy, ensuring the delivery of Signature Success commitments, protecting renewal health, and maximizing the value customers realize from their Tableau investments.

The role requires the ability to lead a high-performing team, navigate complex enterprise and government environments, build trusted executive relationships, and partner across Sales, Product, Engineering, and Support to deliver exceptional customer outcomes.

The ideal candidate brings a strong combination of people leadership, technical fluency, commercial acumen, and strategic customer engagement experience, with the ability to thrive in a fast-paced, complex environment. They are an effective coach and mentor, bring executive presence and sound judgment, and can navigate ambiguity, manage escalations, and influence stakeholders across organizational boundaries.

They translate technical challenges into actionable business strategies and drive accountability for customer outcomes. Above all, they are people and customer-focused, collaborative, resourceful, and committed to delivering results.

The following is a list of characteristics that make a great leader at Salesforce. We expect our next Director, Customer Success Manager to exhibit each of these characteristics:

• Get it Done – Drives processes that scale. Challenges the organization to think with a beginner’s mind and act efficiently to achieve the desired outcome. Calm, organized, positive, and can-do attitude. Results-driven, tenacious, drive to succeed in a fast-paced environment.
• Courageous Communicator – Superb interpersonal skills including a demonstrated ability to communicate, present, and influence credibly and effectively at all levels in an organization including executive and C-level. Tailors message and style to the audience, uses storytelling to deliver effective presentations and messages.
• Motivate and Champion – Invests in and tries new things in the talent and career development of our people. Holds self and team accountable to expectations.
• Salesforce Smart – Explains the vision and “the why” behind changes. Keeps teams focused and moving forward, even in an absence of concrete information, by rallying them around a vision.Win as a Team – Puts the collective benefit of the company first. Brings teams together to take-on shared goals. Seeks and embraces different points of view and experiences to unlock the collective potential of people across Salesforce.

Your Impact

• Lead, mentor, and promote successful Customer Success Managers.
• Address and resolve customer issues as a leader representing Salesforce.
• Proactively identify renewal risks and develop action plans and strategies to mitigate risk.
• Develop an in-depth understanding of your customers’ business and critical priorities, and align Salesforce solutions to them.
• 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.
• Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.
• Build strong multi-functional working relationships with Solutions, Sales, Engineering, and Product Management.
• Serve as Director-level escalation and pursue each critical issue as an opportunity to drive the customer relationship.
• Track and identify frequently occurring, high impact issues and communicate through appropriate channels for resolution.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• 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.

Minimum Requirements

• Possess a minimum of 5+ years in leadership roles with direct experience in customer success and team management.
• ​​Experience developing and applying analytics adoption frameworks and value realization methodologies, such as Tableau Blueprint
• Experience supporting the Intelligence Community or Department of Defense, working with cleared personnel or military customers.
• Demonstrated experience teaching data analytics, data literacy, business intelligence, and guiding use case development
• Exhibit strong critical thinking and ability to use data and insights to identify trends and risks.
• Entrepreneurial and "lead from the front". You’re a proven leader and motivator, with deep experience leading technical organizations. You drive results and outcomes while balancing empathy and a people-first culture.
• You have a strong emotional intelligence for customers and deliver customer support like you expect to receive it; with excellence.
• You know what to say and more importantly, how to say it. You have demonstrable experience building strong internal and external relations, and influence outcomes and leverage relationships.
• Familiarity with Salesforce's product offerings, services, and the larger industry landscape
• Deep knowledge of data and analytics market trends—including emergent technologies like agentic AI—and proven success partnering with account teams and executive customers to drive Signature product penetration in the national security space.

Preferred Qualifications & Skills

• Experience with Salesforce, Tableau and/or a competing platform.
• Active TS/SCI clearance with a counterintelligence (CI) polygraph, and preferably a full-scope polygraph from an appropriate agency
• Salesforce product certifications are a plus (Tableau Desktop Specialist, Tableau Server Administrator, AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, B2C Commerce Developer, Marketing Cloud: Administrator, Consultant, Email Specialist, Engagement Consultant).
• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
• Experience working with Enterprise-level customers.

Note

This role is office-flexible, and the expectation is to be in office 3 days per week