Description

Description

As a Director of Customer Success Management, you will lead a team of CSMs and drive strategic partnerships with enterprise customers in the financial services sector. You will leverage deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce. You will align at the C-level, building and maintaining strong relationships to help customers progress on their transformation journey. In this role, you will be responsible for helping customers achieve business value faster and progress on their journey towards becoming an Agentic Enterprise. This means helping them leverage Salesforce to transform their business, engage with their own customers in whole new ways. The end result is increased value, retention, customer satisfaction and ultimately expansion of the Salesforce's footprint.

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 CSM team for Financial industry customers. This role leads the strategy for Signature Success Plan renewals and growth across teams, aligning closely with Sales for Financial Services, 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 10+ CSMs as a people manager, fostering growth and excellence.
• Enhance coverage for customer executives with deep knowledge and insight for financial industry.
• Address and resolve customer blocking issues in collaboration with senior 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.
• Stay informed on market trends, risks, and opportunities specific to customers and industries, communicating insights to OU leaders.
• Monitor key performance indicators, including Customer Health using Customer Success Score and Salesforce Loyalty.
• As a people manager, be responsible for delivery metrics, ensuring consistent progress and results.
• Organize 1:1, coaching, and performance management to support members' career.
• Lead the cultivation of a Diversity & Inclusion culture to create an inclusive and inspiring place to work
• Collaborate with global stakeholders in business-level English.

Preferred Qualifications and Skills

• Industry Knowledge: 10+ years total experience working in the financial industry, such as banks, securities firms, credit card companies, or insurance companies, or engaging with clients in the financial industry as a consultant or systems integrator.
• 7+ 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 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.
• Native Japanese proficiency required; business-level English preferred