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Job Information, Inc RVP, Success Management in Boston, Massachusetts

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Job Category

Customer Success Group

Job Details

The Director, Success Lead will have the responsibility for leading a team of Success Managers for the Communications & Media Commercial portfolio. These team members engage with various customers in a targeted and strategic manner to sustain high customer happiness, increase platform adoption and improve renewal rates to ensure continued customer growth and success. They also are responsible for driving specific engagements to achieve targeted outcomes, leveraging a variety of success investments. Through alignment with Sales, the Director, Success Lead shall drive all aspects of leading and mentoring their team that makes every customer successful and committed to Salesforce.

The Director, Success Lead will support a defined but evolving set of C&M customers. The Director, Success Lead will marshal any and all resources vital to address customer satisfaction, adoption or renewal issues within their portfolio, resulting in clear accountability and consistent service and one face to the customer.


  • Embody Salesforce values and provide outstanding leadership.

  • Build and sustain a team of successful Success Managers (SM’s) who embody Salesforce values and are passionate about making every customer successful.

  • Define the strategy and execute upon that strategy to deliver success in your portfolio of customers

  • Hire and mentor extraordinary talent and manage performance that allows someone to do the best work of their career and promote career growth opportunities.

  • Ensure your team is engaging strategically with their customers and helps prioritize their activities to drive the most value. This includes, but is not limited to; attending team Quarterly Success Reviews, reviewing all Success Commitments, and assisting the team in carrying out our success framework (Compass).

  • Ensure customer issues are resolved quickly, using resources from across the company as needed.

  • Build and nurture C-level relationships across top accounts to solidify our partnership and dedication to the customer while penetrating deeper into the accounts ecosystem in order to strengthen our understanding of their interdependencies.

  • Build evangelists by listening to customers closely and delighting them with our user experience and service. Collect feedback to provide our Development organization with product enhancement information.

  • Work closely with the Sales organizations to develop and execute growth plans that drive Enterprise License Agreements.

  • Lead operational components for renewals, customer satisfaction, premier support engagement, partner engagements, and customer adoption metrics.

  • The success metrics in this role will include ensuring customer renewals, lowering attrition rates, increasing customer adoption and completion of Compass.

Preferred Qualification and Skills:

  • A four-year degree with MS or MBA preferred

  • Consulting or business professional with proven experience running a team of senior consultants, or leading a Services or Product organization in a product company that delivers software-based business solutions related to Sales, Marketing, or Services and Support.

  • Demonstrated ability to build and maintain C-Level executive relationships

  • Demonstrated success in building a Services, Customer Engagement or Partner Engagement function in a large enterprise

  • Demonstrated success in consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on profitability.

  • Telco and/or Media industry understanding is helpful – either as a customer or as a consulting services leader is a plus

  • Experience managing large projects and developing technical teams including third-party delivery organizations.

  • Ability to evaluate and develop the existing teams and re-shape as necessary while mentoring and inspiring the team.

  • Demonstrated success in leading hard-working teams with a passion for mentoring and developing others

  • Demonstrated ability to run customer accounts in conjunction with sales organizations

Leadership Skills:

  • PASSION: Passionate about Customer Success

  • BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on

  • THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller

  • COMMUNICATOR: Strong written and verbal communicator. Can present to and negotiate with people at all levels of the organization with ease and undue nervousness

  • URGENCY: Ability to move fast and drive business value and results

  • OHANA: Committed to equality. A standout colleague that everyone enjoys working with and has a generous heart. Known as a talent magnet, developer, coach, and multiplier

  • TRUST: Trust the company’s core values

  • ADAPTABLE: Excels in high levels of uncertainty and change

For Colorado-based roles: Minimum annual salary of $147,500. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link:


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