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Director, Customer Success
Salesforce
New York, NY, United States
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Customer Success Group
Job Details
Are you as passionate about creating solutions as you are about providing an exceptional experience for every customer?
MuleSoft thrives on the success of our customers, and we’re looking for strategic, growth-focused, and results-driven Director, Customer Success to engage, retain, and enable MuleSoft’s largest customers to fully utilize the MuleSoft Anypoint Platform to achieve their business outcomes. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across MuleSoft to accelerate the adoption and expansion of MuleSoft.
As a Director, Customer Success, you will lead a team and be responsible for the customer base for a region, guiding them along a path to their business outcomes and orchestrating resources across MuleSoft and the customer to accelerate the success and expansion of MuleSoft within each customer. The ideal candidate will be equally passionate about MuleSoft solutions, customer outcomes, and leading and inspiring a team.
What you’ll achieve:
3 Months:
Learn, be familiar with MuleSoft solutions, positioning, competition, and product suite
Internalize MuleSoft customer success stories and Customer Success systems and processes and understand current state of regional performance across customer health, retention, and growth metrics
Engage your team and understand their mix of customers including risk, status, and opportunities across those customers. Engage cross-functional leaders within your region to understand the broader success metrics for the region
12 Months:
Own forecasting and prioritization for customer success in the region
Represent the voice of the customer in regional leadership meetings and begin longer term planning for the region
Lead the overall success of the customer base in the region, including leading the regional Customer Success team, ensuring success in the largest customers in the region, and partnering with cross-functional regional leadership to ensure regional success
What you’ll need to be successful:
• A proven track record of driving customer success and aligning in complex customer environments at the executive and departmental level
• Experience leading people with a history of creating and inspiring great teams who have delivered results
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Ability to contribute beyond your role and lead strategic initiatives to improve the customer experience with MuleSoft
• Demonstrated history of data-enabled decision making and prioritization
• Proven track record of leading seven figure engagements with enterprise customers and a demonstrated ability to guide strategy and deliver outcomes for the customers that resulted in material ACV growth
• Passionate about technology, a natural, credible evangelist, and experienced in translating that passion into business impact for customers
• Previous experience with open source solutions or with an annual subscription sales model is a plus
• Willingness to travel to spend significant time on-site with strategic customers
About MuleSoft, a Salesforce company
Our mission is to help organizations change and innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Spotify, McDonald’s, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Hiring exceptional people who want to build a great company together is our number one priority, and we’re committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work. We work tirelessly to build this culture, and we’re proud to have been named the #1 Top Workplace in the Bay Area and a best place to work 6 years in a row.
Posting Statement
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