Director, Customer Success Management (MuleSoft)

What you'll do

• Manage, hire, onboard, mentor, and develop a team of 6–12 Customer Success Managers.
• Drive Signature Success Plan renewals, MuleSoft adoption, customer retention, and expansion in partnership with sales and cross-functional teams.
• Oversee escalations and critical customer issues, and communicate with senior customer executives to support long-term growth and retention.

What they ask for

• 10+ years in customer-focused account management roles.
• Demonstrated success driving incremental Annual Contract Value (iACV) through expansion sales and managing Net Revenue Retention (NRR) strategies and tactics.
• Strong communication, relationship-building, executive influence, orchestration, and project management skills.
• Ability to use data and insights to identify trends and risks, and experience managing technical organizations.

Nice to have

• Prior experience on a Customer Success management team and as a first-line people leader.
• MuleSoft product or integration technology expertise; relevant MuleSoft or Salesforce AI certifications are also noted.

Pay

USD $171,200 - $273,000 annually (base salary); USD $205,800 - $298,400 per year (base salary, applicable locations)

Tools

MuleSoft, Catalyst, APIs, web services, databases, cloud platforms

AI focus

The role supports customer adoption of MuleSoft as an integration foundation for enterprise AI and agentic solutions. Foundational understanding of AI and agentic technologies is preferred; Salesforce also uses AI tools to help assess candidates, with humans making hiring decisions.