Position Description

For our customers who wish to get the most value out of their Salesforce investment, and specifically the MuleSoft Anypoint Platform, with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans. The Customer Success Area Lead will work closely with key sales leaders, CS investment teams, and other collaborators to prevent attrition and drive solutions for our designated customers/accounts. This role plays a critical part in strategizing, prioritizing, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with MuleSoft by working internally with the right teams at the right time.

Responsibilities

• Collaborate with internal Sales and Customer Success executives to strategically prioritize customer retention and mitigate attrition.
• Orchestrate alignment between Sales and Customer Success executives leveraging account information and Customer Success investment goals to retain and grow net recurring revenue.
• Consistently review Customer Success Scores and other meaningful metrics recommending appropriate options to support customer needs.
• Collaborate with Product Education to programmatically recommend and deploy success plan entitlements to improve customer adoption.
• Manage to our Investment Program guidelines and ensure sales leaders are aligned with investment priorities.
• Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
• Promote CSG resources through multi-channel communication, ensuring leaders and AE's understand and use the customer success support process.
• Coordinate and support business review meetings between CS and Sales OU leads, improving the overall Customer Success Quarterly Business Review experience.
• Co-create business reviews for Sales in collaboration Renewals, Success Plan Sales, and other key stakeholder

Preferred Qualifications and Skills

• 6+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
• Proficiency in Salesforce's product suite, specifically the MuleSoft platform, with a keen understanding of its capabilities and best application practices.
• Proficient in generating and using Lightning reports, dashboards, and Google Sheets spreadsheets for data-driven analysis.
• Proven track record to forge and cultivate relationships, serving as a trusted advisor that brings tangible business value to clients.
• Capable to navigate complicated discussions, handle objections, and drive alignment.
• An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.

Note: This is an office-flexible role. The expectation is to be in-office 3 days a week when local to an office (New York, San Francisco, Seattle/Bellevue, Chicago/Indianapolis, Atlanta, Washington DC).

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.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $140,000 to $192,500.

For Washington-based roles, the base salary hiring range for this position is $128,300 to $176,500.

For California-based roles, the base salary hiring range for this position is $140,000 to $192,500.

For Illinois based roles, the base salary hiring range for this position is $133,400 to $183,500.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.