Portfolio Lead / Director, Customer Success Management - Public Sector Job Category: Customer Success Overview Salesforce is the #1 AI CRM, where humans with agents drive customer success together. We are looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values. We are seeking a leader to join the Federal Civilian Portfolio Account Success team. This role leads the strategy for Signature Success Plan fulfillment and growth across teams, aligning with Territory, Renewals, and Success Plan Sellers. An ideal candidate has a strong background in Customer Success and Platform Health strategies at the enterprise level, can synthesize insights from market intelligence and customer feedback, and demonstrates customer centricity, leadership, resourcefulness, flexibility, and a get-it-done demeanor. The Signature Success Plan unlocks our deepest level of partnership, expertise, and tools to stay agile. This role focuses on delivering value, managing capacity, and driving renewals and growth within the EDU portfolio. Responsibilities Lead a team of Customer Success Managers, fostering high standards for value delivery and customer impact Address and resolve customer blocking issues in collaboration with individual contributors Partner with sales teams and renewals to execute strategies for Signature Success Plan renewals across teams; develop a point of view for Signature value to help grow Signature within the EDU portfolio Work with peers and selling partners on capacity planning for Signature obligations including resource allocation, forecasting, and staffing Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training Stay informed on market trends, risks, and opportunities specific to customers and industries, and communicate insights to Territory & OU leaders Monitor key performance indicators as a Portfolio Leader, including Customer Health using Customer Success Score and Salesforce Loyalty Be responsible for delivery metrics, ensuring consistent progress and results Ensure teams are proficient in New Product Introductions (NPI) and New Service Introductions (NSI) initiatives Preferred Qualifications And Skills Minimum of 8+ years with direct experience in customer advisement and team management Strong critical thinking and ability to use data and insights to identify industry trends and risks Excellent communication skills and ability to collaborate across various teams and levels Proven track record in talent management, including recruitment, retention, and development Familiarity with Salesforce's product offerings, services, and the Federal landscape NOTE: This is an office-flexible role. The expectation is to be in-office 3 days a week. Our Investment In You World-class enablement and on-demand training Exposure to executive thought leaders with a passion for values Path to promotion with accelerated leadership development programs Weekly 1:1 coaching with leadership Fast Ramp mentorship program Volunteer Opportunities Our 1:1:1 model focuses on giving back to the community; we are recognized by Forbes, PEOPLE, and Fortune for community impact Public-facing benefits include health, financial benefits and perks, time off, parental benefits, and discounts Visit Salesforce Benefits for full details Unleash Your Potential. When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best. Our AI agents accelerate your impact so you can do your best. Apply today to shape the future — for yourself, for AI, and the world. Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer. We are committed to equality and inclusion and prohibit discrimination based on race, religion, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, age, disability, veteran status, or other protected classifications. Our compensation offers may include location-based ranges, incentive compensation, equity, and benefits. For US roles, salary ranges may reflect location, job level, knowledge, skills, and experience. More details about company benefits can be found at: https://www.salesforcebenefits.com. For Washington D.C.-based roles, base salary hiring range is $185,000 to $268,900.

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