Customer Success Area Lead

Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled authorities, they purchase our Success Plans. The Customer Success Area Lead is an individual contributor who 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 strategising, prioritising, and enhancing internal relationships; ensuring our customers receive the support they need to succeed with Salesforce by working internally with the right teams at the right time.

Responsibilities

• Collaborate with internal Sales, Customer Success account leadership, and investment teams to strategically prioritise customer retention and mitigate attrition.
• Orchestrate alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
• Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics, while advocating for Sales engagement on pivotal TMP initiatives.
• Manage to our Investment Program guidelines and ensure account executives provide adequate information and 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.
• Create standardised business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
• Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
• Provide feedback that improves the sales team's experience when engaging with customer success.
  
  

Preferred Qualifications And Skills

• Experience in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
• Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
• Proven track record to forge and cultivate high-level relationships, serving as a trusted advisor that brings tangible business value to clients.
• Strong capability to navigate complicated discussions, handle objections, and drive alignment.
• Expertise in at least one line of business (LoB) or specific industry sector.