Customer Success Director

3 hours ago


Stockholm, Stockholm, Sweden Salesforce, Inc. Full time

Customer Success Area Lead

The role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring customers receive the support they need to succeed with Salesforce.

This involves collaborating with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for designated customers/accounts.

Key Responsibilities:
  1. Collaborate Strategically: Work with internal Sales, Customer Success account leadership, and investment teams to prioritize customer retention and mitigate attrition.
  2. Align Account Information: Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
  3. Evaluate Investment Options: Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics.
  4. Manage Investments: Manage to our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities.
  5. Leverage Data Effectively: Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
  6. Promote CSG Resources: Promote CSG resources through multi-channel communication, ensuring leaders and AEs understand and use the customer success support process.
  7. Create Business Review Decks: Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
  8. Support Quarterly Business Reviews: Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
  9. Provide Feedback: Provide feedback that improves the sales team's experience when engaging with customer success.


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