Description
At Salesforce, we help organizations connect with customers through AI, Data, and CRM. Guided by our core values of trust, customer success, innovation, equality, and sustainability, we support positive impact while creating opportunities for employees to grow world-class careers.
Customers seeking the highest level of partnership and expertise from Salesforce choose the Signature Success Plan. Signature Success provides proactive guidance, specialized expertise, and strategic support to help enterprise customers maximize value from their Salesforce investments.
We are seeking a Senior Director of Customer Success to lead our Dublin-based Signature Success organization. In this executive leadership role, you will be responsible for customer retention, success plan renewals, expansion opportunities, and overall customer outcomes across a portfolio of enterprise customers. You will scale a high-performing Customer Success organization while partnering closely with Sales, Renewals, and cross-functional stakeholders to drive operational excellence and regional growth.
Key Responsibilities
Leadership & Organizational Growth
Lead, develop, and scale a high-performing, multi-tiered Customer Success organization across the EMEA region.
Attract, onboard, and retain top talent, fostering a culture of continuous learning, psychological safety, and cross-functional collaboration.
Provide strategic coaching, mentorship, and leadership pathways for direct reports and the broader organization.
Drive workforce planning, organizational design, and talent allocation strategies to support regional scale.
Customer Success Strategy & Growth
Develop and execute comprehensive retention and growth strategies to secure renewals and maximize product adoption.
Partner with Renewals and Sales leadership to expand Net New Annual Contract Value (ACV) and improve customer health scores.
Standardize the execution of customer success methodologies to ensure consistent, repeatable value delivery across all customer accounts.
Executive Customer Engagement
Serve as the executive sponsor and senior escalation point for strategic enterprise accounts.
Build trusted, long-term relationships with C-suite stakeholders and technology leaders within client organizations.
Lead complex, value-driven business discussions centered on digital transformation, platform adoption, and business outcomes.
Operational Excellence
Collaborate with Customer Success Operations to define the customer lifecycle, optimization channels, and engagement touchpoints.
Manage organizational structures, compensation frameworks, and resource capacity planning effectively.
Establish, monitor, and analyze key performance indicators (KPIs) to drive data-backed strategic decisions.
Architect and execute a human-led, agent-powered customer success ecosystem that leverages modern AI tools to improve delivery velocity.
Market & Technical Leadership
Ensure organization-wide technical readiness for new product introductions, platform capabilities, and emerging technologies.
Analyze market trends, client feedback, and competitive dynamics to mitigate churn risks and uncover growth opportunities.
Translate regional market insights into actionable feedback for global product and executive leadership teams.
Qualifications
Required Qualifications
Bachelor’s degree or equivalent practical experience.
15+ years of professional experience in Customer Success, Account Management, Professional Services, or a related customer-facing function within the technology sector.
7+ years of experience leading and scaling multi-layered enterprise SaaS or cloud-focused customer organizations (including experience managing people managers).
Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion.
Exceptional communication, diplomatic negotiation, and consensus-building skills with a history of advising C-suite stakeholders.
Demonstrated success leading large organizations through hyper-growth, structural evolution, or business transformation.
Preferred Qualifications
Experience operating within a consumption-based or usage-based cloud business model.
Deep familiarity with the Salesforce ecosystem, or complex enterprise architectures spanning CRM, Data, and AI platforms.
Strategic understanding of hyperscaler landscapes (e.g., AWS, Microsoft Azure, Google Cloud).
Experience collaborating with Global Systems Integrators (GSIs) and enterprise technology partners.
A sophisticated conceptual understanding of AI capabilities, large language models, and agentic workflows, with the ability to translate technical features into enterprise business value.