At a Glance
- Tasks: Lead a team to drive customer success and deliver impactful strategies for nonprofits.
- Company: Salesforce, the leading AI-CRM platform empowering customer success.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Join a collaborative culture focused on innovation and customer impact.
- Why this job: Make a real difference in nonprofit organisations while leading a high-performing team.
- Qualifications: 10+ years in Customer Success with strong leadership and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Overview
Salesforce is the leading AI‑CRM platform, empowering people to drive customer success together.
This role focuses on the Signature Success program, where Customer Success Managers align long‑term plans to meet each customer’s needs and strategic objectives, ensuring tangible results from Salesforce products.
Responsibilities
- Lead strategy for Signature Success plan delivery across the EMEA Nonprofit portfolio, guiding a team of CSMs.
- Research, synthesize, and develop insights and actions that best serve the portfolio.
- Hire, coach, manage, and support team members, fostering continuous skill development.
- Drive Signature delivery, measuring retention, adoption, license consumption, and employee sentiment.
- Collaborate with senior leaders across Product, Engineering, Sales, Services, and Success to align on outcomes.
- Represent the team and strategy in executive forums and customer engagements.
- Advocate for resources and process improvements using data insights.
Requirements & Skills
- Strong written and verbal communication, including concise delivery of strategy and escalation guidance.
- Strong presentation skills, confident representation in executive forums.
- Proven ability to manage schedules, portfolios, and capacity planning.
- Experience engaging senior leaders across multiple functional areas.
- Understanding of enterprise customer lifecycle management and Salesforce cloud platforms.
- Experience guiding Nonprofit organizations through enterprise platform implementations, focusing on adoption and value realization.
- Experience with Salesforce Nonprofit Cloud or a comparable platform.
- Leadership of high‑performing CSM teams, coaching and upskilling focus.
- Strong perspective on performance management across all manager levels.
- Collaboration and negotiation skills to drive outcomes in a matrixed environment.
- Familiarity with Salesforce products, customer success methodology, best practices, health scoring frameworks, and adoption metrics.
- Ability to translate complex customer challenges into actionable success plans and enablement content.
- Strong analytical and operational abilities around team performance, customer health metrics, and efficiency.
- 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.
- 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, and best practices.
- Experience with Salesforce ecosystem and ecosystem‑related advantages.
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Director, Customer Success Management in London employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
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 PVH (Tommy Hilfiger/Calvin Klein). 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 PVH (Tommy Hilfiger/Calvin Klein) 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 PVH (Tommy Hilfiger/Calvin Klein):Your cover letter is your chance to shine! Tell us why you want to work at PVH (Tommy Hilfiger/Calvin Klein) 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 PVH (Tommy Hilfiger/Calvin Klein)!
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨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.
