Customer Success Area Lead

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Job Category
Customer Success

Job Details

About Salesforce

We'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.

The Customer Success Group (CSG) is seeking a strategic Customer Success Area Lead to support and drive customer success initiatives across Salesforce's largest and most impactful accounts. This role is pivotal in ensuring customers achieve maximum value from their Salesforce investments, realize business outcomes, and maintain a healthy partnership with Salesforce.

As a Customer Success Area Lead, you will be a trusted advisor, collaborating closely with both internal teams and customers to align strategic priorities and deliver measurable outcomes. You will focus on driving customer retention and advocacy while proactively finding opportunities to unlock additional value for customers. In this role, you will build strong relationships with key stakeholders, leverage data-driven insights, and deliver tailored success plans to optimize customer success and satisfaction.You will also work cross-functionally to improve processes and deliver impactful results for Salesforce's customers.

Responsibilities

Strategic Collaboration

• Partnering with internal Sales and Customer Success partners to prioritise customer retention and mitigate attrition
• Act as a trusted advisor, advocating for customers' needs across Salesforce teams and providing a seamless bridge between technical solutions and business outcomes.
• Ensuring synchronisation between account information, sales leaders, and investment goals within the success plan portfolio.
• Co-creating business reviews for Sales in partnership with Renewals, Success Plan Sales, and other key collaborators.

Success Plan Development & Execution

• Create and implement comprehensive success plans by utilising data to help customers realise the value of their Salesforce investment.
• Coordinate and review Salesforce success plan entitlements that align with the customer's priorities, focusing on proactive guidance and best practices.

Driving Customer Retention & Adoption

• Finding ways to improve customer retention by addressing risks and demonstrating the value of Salesforce solutions.
• Advocate for the adoption of new Salesforce features and capabilities based on the customer's evolving needs and annual release schedules.

Data-Driven Insights

• Use Customer Success Scores and other analytics to optimize and guide strategic planning.
• Proactively monitor customer performance metrics, share actionable insights, and collaborate on initiatives that drive long-term success.

Preferred Qualifications

• Experience in Sales, Customer Success, or a related field, with a preference for SaaS or enterprise software environments.
• Deep understanding of Salesforce solutions and customer success methodologies.
• Strong analytical, strategic, and problem-solving skills with ability to make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to influence and build trust with diverse collaborators.
• Experience handling and optimising customer accounts, with a track record of delivering tangible business outcomes.

Technical Skills

• Familiarity with Salesforce products and services, including Success Plans and customer support tools.
• Experience with customer success management platforms or CRM tools.
• Ability to understand and explain technical concepts to non-technical partners.

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