Senior Director, Cloud Success

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Senior Director Cloud Success Mexico City Role Description Director of Cloud Success, Service Cloud is a customer-focused leader responsible for Salesforce's integrated Technical Support, Success, and Architecture team across Latin America. Based in Mexico City, this role will ensure the highest sustainable level of customer satisfaction with Service Cloud products and services across all customer segments. Key responsibilities include managing Technical Support Engineers, Success Guides, and Architects; driving customer adoption and value realization; escalation management; and adherence to established support and success processes. As a member of the Global Service Cloud organization, the Senior Director will partner with regional and global stakeholders to deliver world-class customer experiences. This position reports to the VP of Service Cloud. Your Impact The successful candidate will be independent, self-motivated, proactive, results-oriented, and influential. You will define and provide a high level of customer satisfaction through the delivery of exceptional technical support and customer success services. You will lead a diverse team of 15-20 professionals across multiple disciplines to drive customer outcomes throughout the entire Service Cloud lifecycle. Responsibilities Leadership & Team Development Build, lead, and develop a world-class team of Technical Support Engineers, Success Guides, and Architects in Mexico City Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals Resource and organize teams effectively to drive customer outcomes across all segments Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values Find, hire, and retain the best technical and customer-facing talent in the region Create an environment of stronger employee engagement through regular connects including 1:1s, all-hands, and office hours Secure psychological safety everywhere Customer Experience & Technical Support Lead the technical support team to drive Customer Success through rapid issue resolution and proactive guidance Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and service level objective (SLO) attainment Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions Ensure the team KPIs are met or exceeded across Global Support standards Exemplify a positive customer experience through effective communication in every interaction with the customer Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution Customer Success & Value Realization Drive customer adoption of Service Cloud capabilities including Digital Engagement, Field Service, Einstein for Service, Omni-Channel, and other platform features Ensure customers launch Service Cloud successfully, adopt it widely, and gain continuous business value Manage key success metrics incl ... (truncated, view full listing at source)