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Director, Customer Success Management – MuleSoft
Salesforce. Interview, onboard, mentor, and promote successful Customer Success Managers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in customer success management, with a strong focus on team leadership, strategic planning, and relationship building with senior executives. Proficient in leveraging Salesforce products and integration technologies to drive customer satisfaction and revenue growth.
Highest-signal resume keywords
Customer Success ManagementSalesforce ProficiencyProject ManagementEmotional IntelligenceData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementIntegration TechnologiesAnnual Contract Value ExpansionNet Revenue Retention StrategiesCustomer Health MonitoringKPI ManagementTechnical Organization ManagementAI UnderstandingMuleSoft KnowledgeSoftware Development Processes
Soft Skills
Critical ThinkingCommunication SkillsPresentation SkillsRelationship BuildingTeam Mentoring
Tools & Technologies
SalesforceMuleSoftCloud PlatformsAPIsWeb Services
Certifications & Qualifications
MuleSoft CertificationsSalesforce AI Certifications
Industry Keywords
Customer SuccessEnterprise SalesProfessional ServicesTechnology ConsultingSaaS Implementation
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Interview, onboard, mentor, and promote successful Customer Success Managers
- Manage a team of 6–12 Customer Success Managers
- Resolve customer-blocking issues as a senior Salesforce representative
- Implement Signature Success Plan renewal strategies across teams
- Partner with peers and selling teams on capacity planning
- Align customer allocations with Signature coverage and coordinate additional cloud resources
- Oversee critical customer issues across Support, Critical Incident Center, and Engineering through resolution
- Collaborate cross-functionally with Sales, Support, and Delivery
- Manage support, relationship, and commercial escalations through planning, coaching, and hands-on guidance
- Communicate with VP- and C-level customers to secure long-term growth and retention
- Develop strategies to improve customer experience, team performance, morale, and cross-team cohesion
- Collaborate on talent retention, career pathing, promotions, and training
- Ensure team proficiency in New Product Introduction and New Service Introduction initiatives
- Monitor market trends, risks, and opportunities and share insights with Territory and OU stakeholders
- Monitor KPIs across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth
Requirements
What you’ll need- 10+ years in customer-focused account management roles
- Experience thriving in fast-paced, high-growth environments
- Strong critical thinking and ability to use data and insights to identify trends and risks
- Proven ability to manage technical organizations and drive results with a people-first culture
- Strong emotional intelligence toward customers
- Strong communication and presentation skills
- Ability to translate technical concepts into business terms and partner with senior client executives from IT teams to the C-level
- Familiarity with Salesforce products, services, and the broader industry landscape
- Ability to build relationships with senior executives and influence technical strategy
- Strong orchestration and project management skills
- Demonstrated success driving incremental Annual Contract Value through expansion sales and managing Net Revenue Retention strategies and tactics
- Preferred: prior Customer Success management team experience and first-line people leadership
- Preferred: background in Customer Success, Enterprise Sales, Professional Services, Technology Consulting, or SaaS platform implementation
- Preferred: expertise in integration technologies
- Preferred: knowledge of MuleSoft products, features, capabilities, and deployment
- Preferred: experience with MuleSoft adoption methodologies such as Catalyst
- Preferred: one or more MuleSoft or Salesforce AI certifications
- Preferred: familiarity with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns
- Preferred: management consulting background
- Preferred: experience uncovering account opportunities and partnering with Sales on expansion revenue
- Preferred: experience with complex enterprise integration strategies
- Preferred: foundational understanding of AI and agentic technologies
Benefits
Comp & perks- Time off programs
- Medical insurance
- Dental insurance
- Vision insurance
- Mental health support
- Paid parental leave
- Life insurance
- Disability insurance
- 401(k)
- Employee stock purchasing program
- Incentive compensation, as applicable
- Equity, as applicable
- Reasonable accommodations during the application or recruiting process