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About the Role

Salesforce is seeking a proven leader for the MuleSoft Customer Success management team. This role drives adoption of MuleSoft’s products for customers on the Signature Success Plan, including renewals and growth. You will work closely with Territory Sales, Renewals, Success Plan Sellers, Support, and Product teams, acting as a senior representative of Salesforce to resolve customer-blocking issues and manage escalations.

Responsibilities

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.

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.

Skills

Customer Success strategies
Customer focus
Teamwork
Resourcefulness
Flexibility
Get-it-done attitude
Integration technologies
MuleSoft adoption methodologies (e.g., Catalyst)
Software development processes
Design methodologies
APIs
Web services
Databases
Cloud platforms
Modern integration patterns and best practices
Management consulting
AI
Agentic technologies

Location

California
New York
Boston
Chicago
Seattle
Washington DC

Work Type

Office-flexible (3 days per week in office)

Experience Level

10+ years in customer-focused account management roles
First-line people leader experience

Education Level

MuleSoft Certified Integration Foundations
MuleSoft Certified Platform Architect
MuleSoft Catalyst Consultant
Salesforce AI certifications

Salary/Compensations

$171,200 - $298,400 annually

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
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.
Agentforce is the future of AI, and you are the future of Salesforce.
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.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Salesforce believes in equality for all.
Salesforce believes we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
Workplace discrimination is illegal.
Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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.