Senior Director, Customer Success Management

About the Role

This leadership position sits within the Signature Success organization and is based in Dublin. The role focuses on guiding enterprise customers to achieve stronger outcomes from their Salesforce investment through proactive support, specialist expertise, and strategic partnership.

The Senior Director of Customer Success will lead a regional team responsible for renewals, retention, expansion, and customer value realization across a portfolio of enterprise accounts. The position requires close partnership with Sales, Renewals, Operations, and other internal stakeholders to improve performance, strengthen customer health, and support regional growth.

Leadership and Team Development

• Build, lead, and scale a strong multi-level Customer Success team across EMEA.
• Hire, develop, and retain top performers while encouraging learning, psychological safety, and collaboration across functions.
• Coach direct reports and create growth pathways for leaders across the wider organization.
• Support workforce planning, team design, and talent allocation so the organization can expand effectively.

Customer Success Strategy and Growth

• Create and deliver retention and growth plans that improve renewals and increase product adoption.
• Work with Sales and Renewals leaders to grow net new annual contract value and strengthen customer health.
• Put consistent customer success practices in place so value delivery is repeatable across accounts.

Executive Customer Engagement

• Act as the senior sponsor and escalation contact for key enterprise customers.
• Develop trusted relationships with executive and technology leaders at client organizations.
• Lead high-stakes business conversations focused on transformation, platform adoption, and measurable business results.

Operational Excellence

• Partner with Customer Success Operations to define the customer journey, engagement points, and optimization channels.
• Oversee organizational structure, compensation models, and capacity planning.
• Track and evaluate KPIs to guide strategic decisions using data.
• Design and run a human-led, agent-powered customer success model using modern AI tools to improve delivery speed.

Market and Technical Leadership

• Ensure the team is prepared for new product launches, platform enhancements, and new technologies.
• Review market trends, customer feedback, and competitor activity to reduce churn risk and identify expansion opportunities.
• Share regional insights with global product and executive teams so they can act on them.

Requirements

• Bachelor’s degree or equivalent hands-on experience.
• At least 15 years of experience in Customer Success, Account Management, Professional Services, or a similar customer-facing role in the technology sector.
• Minimum 7 years leading and scaling layered enterprise SaaS or cloud customer organizations, including managing people managers.
• Strong history of improving retention, renewals, net revenue retention, and strategic expansion.
• Excellent communication, diplomacy, negotiation, and consensus-building skills with experience advising senior executives.
• Proven ability to lead large teams through rapid growth, organizational change, or business transformation.
• Preferred: experience in consumption-based or usage-based cloud businesses.
• Preferred: familiarity with the Salesforce ecosystem or complex enterprise setups spanning CRM, data, and AI platforms.
• Preferred: understanding of hyperscaler environments such as AWS, Microsoft Azure, and Google Cloud.
• Preferred: experience working with Global Systems Integrators and enterprise technology partners.
• Preferred: strong conceptual understanding of AI, large language models, and agentic workflows, with the ability to translate technical capabilities into business value.

Additional Information

Salesforce emphasizes trust, customer success, innovation, equality, and sustainability, and supports an inclusive environment where candidates can request reasonable accommodation during the hiring process. The company also uses AI tools to assist recruiters in reviewing resumes and qualifications, while people remain responsible for all hiring decisions.

Equal Opportunity

The organization follows a non-discrimination policy and evaluates candidates based on merit, competence, and qualifications. This applies to hiring, compensation, promotion, training, benefits, performance assessment, and all other employment decisions.

Benefits

Employees may have access to a range of benefits, including time off programs, medical, dental, and vision coverage, mental health support, paid parental leave, life and disability insurance, a 401(k), and an employee stock purchase program.