Senior Director, Customer Success Management

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About Salesforce

At Salesforce, we help organizations connect with their customers through AI, data, and CRM. Guided by our core values, we drive innovation, customer success, and positive global impact while empowering our employees to grow meaningful careers.

About the Team

Customers seeking the highest level of partnership and technical expertise choose the Salesforce Signature Success Plan. Signature Success provides proactive guidance, specialized technical expertise, and strategic support to help enterprise organizations maximize the return on their Salesforce investment.

Role Overview

We are seeking an experienced Senior Director of Customer Success to lead our Dublin-based Signature Success organization across the EMEA region. In this executive leadership role, you will oversee customer retention, success plan renewals, portfolio expansion, and overall value realization for a portfolio of enterprise customers.

You will scale a high-performing organization while building deep cross-functional partnerships across Sales, Renewals, Product, and Executive Services to drive operational excellence, customer adoption, and sustainable business growth.

Key Responsibilities

Organizational Leadership & Team Growth

Lead and scale a high-performing Customer Success organization, fostering an inclusive, collaborative, and results-oriented culture.

Attract, hire, and retain top customer success talent, establishing structured onboarding and continuous professional development programs.

Provide strategic coaching and mentorship to managers and Director-level leaders to build a strong leadership pipeline.

Drive workforce planning, organizational design, and resource allocation to optimize team capacity and performance across EMEA.

Strategic Customer Outcomes & Revenue Retention

Develop and execute customer success strategies that increase retention, drive renewals, and Net Revenue Retention (NRR).

Partner closely with Sales and Renewals leadership to align customer expansion opportunities with core business outcomes.

Establish consistent operational framework to measure and improve product adoption, customer health scores, and program value realization.

Executive Customer Engagement

Serve as a executive sponsor and key escalation point for strategic enterprise customer relationships.

Build trusted partnerships with C-suite executives and senior technology leaders across key accounts.

Lead complex value-realization reviews, aligning Salesforce solutions with customer strategic business objectives.

Operational Excellence & Innovation

Define and optimize customer lifecycles, engagement models, and communication channels in collaboration with Customer Success Operations.

Establish operational metrics and reporting frameworks to evaluate initiative effectiveness and guide data-driven decision-making.

Drive modern service strategies, combining human-led expertise with AI-driven capabilities to deliver proactive customer value at scale.

Technical & Market Alignment

Maintain deep alignment with Salesforce platform capabilities, data strategies, and emerging technologies (including AI/LLM integration).

Analyze market trends and customer feedback to identify emerging operational risks and strategic growth opportunities.

Synthesize field insights and advocate for customer requirements directly with regional and global executive leadership.

Required Qualifications

15+ years of progressive leadership experience in Customer Success, Customer Experience, Professional Services, or enterprise client management within SaaS, Cloud, or Enterprise Technology environments.

Demonstrated success leading enterprise-scale organizations (managing teams of 50+ members, including Director-level leaders).

Proven track record driving customer retention, contract renewals, account growth, and value adoption in complex global environments.

Strong executive presence with proven success building trusted relationships with C-suite stakeholders.

Exemplary negotiation, influence, and consensus-building skills across complex, matrixed organizational structures.

Strong technical comprehension, with the ability to engage in strategic business discussions around cloud platforms, enterprise architecture, and data strategies.

Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

Experience with consumption-based or usage-based business and revenue models.

Deep familiarity with hyperscaler ecosystems (AWS, Microsoft Azure, Google Cloud).

Knowledge of AI/LLM technology frameworks and the ability to translate technical AI capabilities into strategic business outcomes for enterprise customers.

Experience partnering with Global System Integrators (GSIs) and strategic technology partners.

Demonstrated experience managing geographically distributed teams across diverse international markets.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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