Customer Success Area Lead - Global Nonprofit

Overview

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Job Category:
Customer Success

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce s core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You re in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

Our nonprofit 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, purchase Salesforce Success Plans. The Customer Success Area Lead will work closely with our worldwide sales leaders, customer success investment teams, and other key collaborators to prevent attrition and drive solutions across our portfolio of organizations.

This role plays a critical part in strategizing, prioritizing, 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. The role will have responsibility to work with stakeholders globally across the nonprofit customer portfolio.

• Collaborate with internal Sales and Customer Success key stakeholders to strategically prioritize customer retention and mitigate attrition.
• Drive alignment between account information, sales leaders, and investment goals of defined success plan portfolio.
• 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 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 AEs have the resources to take advantage of customer success programs.
• Coordinate and support global business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
• Co-create business reviews for Sales in collaboration with Renewals, Success Plan Sales, and other key stakeholders.

• 8+ years 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 relationships, serving as a trusted advisor that brings tangible business value to clients.
• Capable to navigate complicated discussions, handle objections, and drive alignment.
• Expertise working with nonprofit organizations.
• Experience working with a global customer base.
• Experience in scaling programs and enabling internal stakeholders.
• 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, and the expectation is to be in-office 3x/week.

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, and our AI agents accelerate your impact so you can do your best. Together, we ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what s possible - for yourself, for AI, and the world.

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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Salesforce offers a variety of benefits to help you live well including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

The typical base salary range for this position is $135,400 - $186,300 annually. There is a different range applicable to specific work locations. Your recruiter can share more about the specific salary…