Salesforce.com, Inc Director of Customer Success in Chicago, Illinois
Job CategoryCustomer Success Group
Incumbent or insurgent — digitizing legacy businesses and innovating new models is critical. Winning today requires seamless and secure connectivity with customers and employees to execute, deliver and innovate quickly.MuleSoft's connectivity platform, coupled with our unique methodology, is accelerating digital transformation — connecting apps, devices and data. We’re trailblazers solving one of businesses biggest obstacles: integration. And the market opportunity is growing dramatically with the explosion of SaaS applications, IoT devices, AI and more! Simply put — MuleSoft is an exciting place to be. We’re in hyper-growth mode looking for athletes and rockstars.Are you as passionate about business strategy? Are you energized by digital transformation? Are you driven to help customers digitize legacy businesses and innovating new models? Are you a proven people developer and respected leader? Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to radical success, ensuring they measure and realize value, and engaging resources across MuleSoft to accelerate the adoption and expansion of MuleSoft.As a Director of Customer Success, you will lead a team and be responsible for a dedicated customer base within 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 suiteInternalize MuleSoft customer success stories and Customer Success systems and processes and understand current state of regional performance across customer health, retention, and growth metricsEngage your team and understand their mix of customers including risk, status, and opportunities across those customersEngage cross-functional leaders within your region to understand the broader success metrics for the region12 Months:Own forecasting and prioritization for customer success in the region assignedRepresent the voice of the customer in regional leadership meetings and begin longer term planning for the regionLead 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 successWhat 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
10+ years 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 companyOur 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.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!