At a Glance
- Tasks: Lead a team of Customer Success Managers to drive impactful outcomes for Nonprofit organisations.
- Company: Join Salesforce, a leader in cloud technology and customer success.
- Benefits: Enjoy growth opportunities, a supportive environment, and a focus on work-life balance.
- Other info: Inclusive recruitment process with a commitment to diversity and innovation.
- Why this job: Make a real difference in the Nonprofit sector while developing your leadership skills.
- Qualifications: 10+ years in Customer Success with strong people management experience required.
The predicted salary is between 60000 - 75000 £ per year.
Role Description
Our customers who drive the most value out of Salesforce rely on the Signature Success program and team.
Signature Success aligns on each customer’s needs, strategic objectives, and maturity.
Customers are then supported through long‑term plans that align the right people, skills, coaching, and oversight to help customers achieve tangible results through Salesforce products.
Insights and analysis are provided along the way to drive comprehensive support.
The primary orchestrators driving Signature delivery are our versatile Customer Success Managers (CSM).
The CSM Director leads the strategy for Signature Success Plan delivery across their team of CSMs.
The ideal candidate should have a strong background in people leadership, experience driving outcomes with enterprise Nonprofit organizations, as well as a strong grounding in customer success strategy.
CSM Directors are able to research, synthesize, and develop insights and actions in a proactive way which best serves their portfolio.
They will hire, coach, manage, and support a team of individuals with a variety of backgrounds.
The primary responsibility of the CSM Director is to drive Signature delivery across the EMEA Nonprofit portfolio of customers, through their leadership and CSM team.
This role requires customer centricity, partnership, resourcefulness, flexibility, and a highly driven demeanor.
Success in this role is measured across the business by retention of business, customer adoption, license consumption, and employee sentiment.
Requirements & Skills
- Strong communication skills, both written and verbal.
- Clear, concise communication of customer success strategy, business value, and escalation guidance.
- Strong presentation skills.
- Confidently represent the team and strategy in executive forums and customer engagements.
- Proven ability to manage schedules, customer portfolios, and capacity planning.
- You should be comfortable using data to advocate for resources, process improvements, or customer‑facing changes.
- Skilled at engaging and aligning with senior leaders across Product, Engineering, Sales, Services, and Success.
- Understand enterprise customer lifecycle management, Salesforce cloud platforms, and scalable success delivery models.
- Experience guiding customers in Nonprofit organizations through enterprise platform implementations with a focus on adoption, integration, and value realization.
- Experience with Salesforce Nonprofit Cloud and/or a relevant competing platform.
- Experience leading and growing high‑performing CSM teams with a focus on coaching and upskilling.
- Strong perspective and ability to guide managers through all levels of performance management.
- Strong collaboration and negotiation skills to drive outcomes in a matrixed environment.
- Familiarity with Salesforce products, capabilities, and customer success methodology.
- Familiarity with customer success best practices, health scoring frameworks, and adoption metrics.
- Ability to represent customer outcomes and product value to diverse audiences (field, partners, customers, executives).
- Knowledge of how to translate complex customer challenges into actionable success plans and enablement content.
- Minimum Qualifications
- 10+ years of experience in Customer Success, Account Management, Solution Consulting, or related fields.
- 3–5 years of people management or leadership experience, including managing high‑performing Customer Success teams.
- Proven experience managing customer portfolios and resource planning across complex, multi‑segment customer bases.
- Demonstrated success in driving cross‑functional alignment with Product, Sales, Services, and Engineering teams.
- Experience leading high‑priority customer initiatives or programs with executive visibility and business‑critical outcomes.
- Strong knowledge of Salesforce products and platform – including features, capabilities, best practices, and how customers derive value from them, including knowledge of the Salesforce ecosystem.
- Strong analytical and operational abilities, especially around team performance, customer health metrics, prioritization, and efficiency.
- Demonstrated experience working with or supporting the Salesforce platform at an enterprise level, with a strong understanding of Nonprofit product options and use cases.
Benefits
Our benefits and resources support you to find balance and be your best.
You’ll have opportunities for growth, learning, and collaboration in a supportive environment that encourages innovation and impact.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process.
Humans will always make any candidate selection and hiring decisions.
Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt‑out options.
We are a recognised Disability Confidence member under the UK Government Disability Confidence employer scheme.
We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.
Applicants are welcome to opt‑in to the interview scheme as part of the application process.
Posting Statement
Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment.
We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, marital status, or political viewpoint.
Employment decisions are based on merit.
We provide a fair and inclusive environment for all employees throughout the entire employment cycle.
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StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Success Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 428 Salesforce UK Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 428 Salesforce UK Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Success Management in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 428 Salesforce UK Limited:Your cover letter is your chance to shine! Tell us why you want to work at 428 Salesforce UK Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 428 Salesforce UK Limited!
How to prepare for a job interview at 428 Salesforce UK Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
