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Position Description

The Customer Success Area Lead supports the success of Salesforce customers by partnering with internal teams to ensure an exceptional customer experience. In this role, you will collaborate with key stakeholders to assist in driving customer adoption, retention, and success plan engagement. You will help prioritize customer needs, align internal resources, and communicate the value of Customer Success initiatives effectively. This role focuses on assisting and supporting the broader strategies and objectives of Customer Success while growing into leadership responsibilities.

Responsibilities

• Collaborate with Sales and Customer Success stakeholders to support retention efforts and mitigate customer attrition.
• Assist in coordinating account information, sales leader priorities, and success plan objectives within the designated portfolio.
• Monitor Customer Success Scores and other key metrics to help identify and recommend resources to address customer needs.
• Ensure alignment with Investment Program guidelines by assisting with tracking and communicating investment priorities.
• Leverage available data to highlight high-impact opportunities and share insights with internal teams.
• Promote and communicate the availability of CSG (Customer Success Group) resources to ensure consistent usage by sales leaders and account executives.
• Administratively support Account Success initiatives by providing data needed to successful execute.
• Support and prepare for business review meetings, contributing to the delivery of Account Success Quarterly Business Reviews.
• Collaborate with Renewals, Success Plan Sales, and other stakeholders to prepare and co-create relevant business reviews.

Preferred Qualifications and Skills

• 5+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
• Proven experience in a customer success, sales support, or related role, preferably within a SaaS environment.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Analytical skills to interpret key metrics and prioritize tasks accordingly.
• Ability to manage multiple priorities and align with broader organizational goals.
• Proficiency in Salesforce products and tools is a plus.

Salesforce is an equal opportunity employer. If you meet some of the requirements, we encourage candidates from all backgrounds to apply!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.