The CSM Leader leads the strategy for Signature Success Plan renewals and growth across teams, while aligning and guiding, from talent management and retention to performance management and navigating change. Key responsibilities include:
Lead a team of CSMs, often comprised of a set of accounts aligned by industry and/or geography, fostering growth and excellenceAlign closely with Territory, Renewals, and Success Plan SellersAlign closely with Sales LeadersDefine priorities across their book of business and drive strategies for Signature Success Plan growth, renewals and investments across their team(s)Monitor and optimize engagement delivery and critical metrics for Signature customersWork closely across stakeholders on capacity planning for Signature obligationsMonitor and resolve customer blocking issuesAnother key area is monitoring and, where possible, expanding the Signature footprint which requires alignment with Success Plan sellers and Sales leadership. CSM People Leader is directly responsible for the monitoring and, where possible, expansion of the licenses footprint as this metric rolls up to the OU Aligned CSM Leader. Finally, the CSM Leader should support the team with escalations and ensure all stakeholders are involved and aligned.
Minimum Requirements +5 years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.+2 years in Salesforce Ecosystem & CoreExceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.Knowledge of software development process and design methodologiesExperience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.
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