Company: Salesforce
Location: Toronto, ON
Expected salary:
Job date: Wed, 12 Feb 2025 08:31:41 GMT
Job description: To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job Category Customer SuccessJob DetailsAbout SalesforceWe’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. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. 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.For our customers who wish to get the most value out of Mulesoft 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 within MuleSoft. MuleSoft is a leading platform for building an integrated AI foundation. To power AI and digital transformation initiatives, organizations must bring all of their data, systems, and processes to bear. MuleSoft’s all-in-one platform enables teams to deliver agentic AI experiences across the enterprise with seamless connectivity, automation, and control. This role leads the adoption of MuleSoft’s products for customers on the Signature Success Plan, including renewals and growth across teams, aligning closely with Territory Sales, Renewals, and Success Plan Sellers, Support, and Product teams. 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.Your ImpactInterview, onboard, mentor, and promote successful Customer Success Managers (CSMs)Lead a team of 8-12 CSMs, fostering growth and excellence.Address and resolve customer blocking issues as a leader representing SalesforceImplement 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.Lead oversight on critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution is achieved.Demonstrated competency of working in cross-functional teams (example Sales, Support, Delivery, etc.). Ability to leverage resources and build relationships internally and externallyEscalation management: Effectively manages customer escalation (support, relationship, commercial issues) – demonstrates ability to establish a plan for the team, provides hands-on guidance, coaching and jumps in when neededCommunicates effectively at the appropriate level with customers (VP/C-level) to secure long term growth, retention, and be trusted advisorDevelop 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.As a Territory or Cloud Manager, monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery and Attrition/Growth.Minimum RequirementsPossess a minimum of 5+ years in people management roles with direct experience in customer success team management and first line management experienceExhibit 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.Preferred Qualifications & SkillsExperience with MuleSoft and/or competing platforms in middleware, API management, integration.Experience in driving MuleSoft adoption methodology (e.g., Catalyst)Salesforce product certifications are a plus (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 weekOur Investment In YouWorld-class enablement and on-demand training – check out for a sneak peek!Exposure to executive thought leaders with a passion for living our valuesClear path to promotion with accelerated leadership development programsWeekly 1:1 coaching with your leadershipFast Ramp mentorship programWeek-long product bootcampSandler Sales TrainingVolunteer OpportunitiesHave you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.We have a public-facing website that explains our various benefits for:Health benefitsFinancial benefits and perksTime off and leave policiesParental benefitsPerks and discountsVisit for the full breakdownAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAt 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. Learn more about Equality at and explore our company benefits at .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. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .Salesforce welcomes all.
Salesforce is looking for a leader to join their Account Success team within MuleSoft, a leading platform for building an integrated AI foundation. The role involves leading a team of Customer Success Managers, fostering growth and excellence, and addressing customer issues. The ideal candidate should have strong customer success experience at the enterprise level, the ability to drive results, and build strong relationships internally and externally. Preferred qualifications include experience with MuleSoft or competing platforms, Salesforce product certifications, and knowledge of Salesforce products. Salesforce offers world-class training, mentorship programs, and volunteer opportunities. They are committed to creating a workforce that reflects society through inclusive programs and initiatives. Salesforce is an Equal Employment Opportunity and Affirmative Action Employer.
