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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.
At Salesforce, we help organizations connect with customers through AI, Data, and CRM. Guided by our core values of trust, customer success, innovation, equality, and sustainability, we support positive impact while creating opportunities for employees to grow world-class careers.
Customers seeking the highest level of partnership and expertise from Salesforce choose the Signature Success Plan. Signature Success provides proactive guidance, specialized expertise, and strategic support to help enterprise customers maximize value from their Salesforce investments.
We are seeking a Senior Director of Customer Success to lead our Dublin-based Signature Success organization. In this executive leadership role, you will be responsible for customer retention, success plan renewals, expansion opportunities, and overall customer outcomes across a portfolio of enterprise customers. You will scale a high-performing Customer Success organization while partnering closely with Sales, Renewals, and cross-functional stakeholders to drive operational excellence and regional growth.
Key Responsibilities
Leadership & Organizational Growth
- Lead, develop, and scale a high-performing, multi-tiered Customer Success organization across the EMEA region.
- Attract, onboard, and retain top talent, fostering a culture of continuous learning, psychological safety, and cross-functional collaboration.
- Provide strategic coaching, mentorship, and leadership pathways for direct reports and the broader organization.
- Drive workforce planning, organizational design, and talent allocation strategies to support regional scale.
Customer Success Strategy & Growth- Develop and execute comprehensive retention and growth strategies to secure renewals and maximize product adoption.
- Partner with Renewals and Sales leadership to expand Net New Annual Contract Value (ACV) and improve customer health scores.
- Standardize the execution of customer success methodologies to ensure consistent, repeatable value delivery across all customer accounts.
Executive Customer Engagement- Serve as the executive sponsor and senior escalation point for strategic enterprise accounts.
- Build trusted, long-term relationships with C-suite stakeholders and technology leaders within client organizations.
- Lead complex, value-driven business discussions centered on digital transformation, platform adoption, and business outcomes.
Operational Excellence- Collaborate with Customer Success Operations to define the customer lifecycle, optimization channels, and engagement touchpoints.
- Manage organizational structures, compensation frameworks, and resource capacity planning effectively.
- Establish, monitor, and analyze key performance indicators (KPIs) to drive rel="noopener noreferrer">Accommodations Request Form.
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
