Director, Customer Success Management (MuleSoft)

Description Customers who want the most value from MuleSoft, with an enterprise-grade experience, purchase our Signature Success Plan. Signature delivers the right insights and the right people at the right time, which can make all the difference. With Signature, you unlock our deepest level of partnership, our most skilled expertise, and the tools to stay agile.

We are looking for a proven leader to join the MuleSoft Customer Success management team. MuleSoft is an enterprise grade integration and API management platform also recognized by Gartner and Forrester Research for building an integrated AI foundation. To power AI and digital transformation initiatives, organizations must bring all of their data, systems, and processes together. MuleSoft’s all-in-one platform enables teams to deliver agentic AI solutions across the enterprise with seamless connectivity, automation, and control.

In this role, you will drive adoption of MuleSoft’s products for customers on the Signature Success Plan, including renewals and growth across teams. You will work closely with Territory Sales, Renewals, Success Plan Sellers, Support, and Product teams. An ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level, and can research, synthesize, and turn market intelligence and customer feedback into insights and action. We’re looking for customer focus, teamwork, resourcefulness, flexibility, and a get-it-done attitude.

Your Impact

• Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs).
• Manage a team of 6-12 CSMs, fostering growth and excellence.
• Resolve customer-blocking issues as a senior representative of Salesforce.
• Implement strategies for Signature Success Plan renewals across teams.
• Partner with peers and selling teams on capacity planning for Signature obligations.
• Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed.
• Oversee critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution.
• Work effectively in cross-functional teams (e.g., Sales, Support, Delivery), leveraging resources and building strong relationships internally and externally.
• Manage escalations (support, relationship, and commercial) by setting a plan for the team, providing hands-on guidance and coaching, and stepping in when needed.
• Communicate effectively with customers at the VP and C-level to secure long-term growth and retention as a trusted advisor.
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
• Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training.
• Ensure teams are proficient in New Product Introduction (NPI) and New Service Introduction (NSI) initiatives.
• Stay informed on market trends, risks, and opportunities specific to customers and industries, and share insights with Territory and OU stakeholders.
• Monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth for MuleSoft Customer Success.

Minimum Requirements

• 10+ years in customer-focused account management roles.
• Proven ability to thrive in fast-paced, high-growth environments, with a willingness to wear multiple hats and the confidence to challenge norms and drive customer outcomes.
• Strong critical thinking, with the ability to use data and insights to identify trends and risks.
• Entrepreneurial, “lead from the front” mindset: a proven motivator with deep background managing technical organizations, who drives results while balancing empathy and a people-first culture.
• Strong emotional intelligence toward customers, delivering the kind of service you would expect to receive: with excellence.
• Skilled communicator who knows what to say and, more importantly, how to say it, with a track record of building strong internal and external relationships and influencing account technical strategy and business outcomes at the Director/VP+ level.
• Exceptional communication and presentation skills, with the ability to translate technical concepts into business terms and partner with senior client executives from IT teams to the C-level.
• Familiarity with Salesforce’s products, services, and the broader industry landscape.
• Established ability to build relationships with senior executives (Director/VP+) and influence technical strategy.
• Strong orchestration and project management skills, including scope control, stakeholder alignment across multiple business units, timeline ownership, and executive-ready reporting.
• Demonstrated success driving incremental Annual Contract Value (iACV) through expansion sales and managing Net Revenue Retention (NRR) strategies and tactics.

Preferred Qualifications & Skills

• Prior experience on a Customer Success management team and as a first-line people leader.
• Background in Customer Success, Enterprise Sales, Professional Services, Technology Consulting, or SaaS platform implementation, with demonstrated expertise in integration technologies.
• Knowledge of MuleSoft’s current products, features, and capabilities, including best use and deployment.
• Track record driving MuleSoft adoption methodologies (e.g., Catalyst).
• One or more of the following certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI certifications.
• Familiarity with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns and best practices.
• Management consulting background, with a track record of guiding cross-functional teams to resolve complex business and technical challenges.
• Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue, including “Land and Expand” strategies.
• Hands-on work with enterprise customers across industries requiring complex integration strategies (Consumer & Business Services, Financial Services, Healthcare & Life Sciences, Technology Media & Telecom, Retail, Manufacturing, etc.).
• Foundational understanding of AI and agentic technologies, including how AI can enhance automation, improve customer experiences, and drive business value through intelligent workflows, plus curiosity about how AI augments traditional integration approaches.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. 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. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.