Posted: 6h ago
The role
Senior Director of Customer Success
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 data-backed strategic decisions.
Architect and execute a human-led, agent-powered customer success ecosystem that leverages modern AI tools to improve delivery velocity.
Market & Technical Leadership
Ensure organization-wide technical readiness for new product introductions, platform capabilities, and emerging technologies.
Analyze market trends, client feedback, and competitive dynamics to mitigate churn risks and uncover growth opportunities.
Translate regional market insights into actionable feedback for global product and executive leadership teams.
Qualifications
Required Qualifications
Bachelor's degree or equivalent practical experience.
15+ years of professional experience in Customer Success, Account Management, Professional Services, or a related customer-facing function within the technology sector.
7+ years of experience leading and scaling multi-layered enterprise SaaS or cloud-focused customer organizations (including managing people managers).
Proven track record of driving customer retention, contract renewals, net revenue retention (NRR), and strategic expansion.
Exceptional communication, diplomatic negotiation, and consensus-building skills with a history of advising C-suite stakeholders.
Demonstrated success leading large organizations through hyper-growth, structural evolution, or business transformation.
Preferred Qualifications
Experience operating within a consumption-based or usage-based cloud business model.
Deep familiarity with the Salesforce ecosystem, or complex enterprise architectures spanning CRM, Data, and AI platforms.
Strategic understanding of hyperscaler landscapes (e.g., AWS, Microsoft Azure, Google Cloud).
Experience collaborating with Global Systems Integrators (GSIs) and enterprise technology partners.
A sophisticated conceptual understanding of AI capabilities, large language models, and agentic workflows, with the ability to translate technical features into enterprise business value.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
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 is 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.
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