Director of Account Retention

3 hours ago


Stockholm, Stockholm, Sweden Salesforce, Inc. Full time

Director of Account Retention

This role is responsible for developing and executing strategies to retain customers and drive solutions for designated customers/accounts.

The area lead will work closely with key sales leaders, CS investment teams, and other collaborators to enhance internal relationships; ensuring customers receive the support they need to succeed with Salesforce.

Responsibilities:
  1. Strategy Development: Develop and execute strategies to prioritize customer retention and mitigate attrition.
  2. Account Strategy: Ensure alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
  3. Investment Analysis: Evaluate and consistently review investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics.
  4. Investment Implementation: Manage investments according to our Investment Program guidelines and ensure account executives provide adequate information and sales leaders are aligned with investment priorities.
  5. Stakeholder Engagement: Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
  6. CSG Resource Advocacy: Promote CSG resources through multi-channel communication, ensuring leaders and AEs understand and use the customer success support process.
  7. Business Review Deck Preparation: Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
  8. Quarterly Business Review Facilitation: Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
  9. Feedback Provision: Provide feedback that improves the sales team's experience when engaging with customer success.


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