Lead and Inspire: Build, develop, and lead a high-performing North American CSM team, fostering a culture of customer-centricity, collaboration, and continuous improvement.
Strategic Alignment: Partner with the SVP CSG and other executive leaders to define and execute the overall customer success strategy for North America, ensuring alignment with company goals and objectives.
Customer Advocacy: Serve as the executive sponsor for top-tier customers, building and maintaining strong C-level relationships to drive strategic partnerships and maximize customer lifetime value.
Revenue Growth: Trigger revenue expansion through proactive renewals, upsells, and cross-sells within the existing customer base, collaborating closely with Sales and Account Management teams.
Operational Excellence: Establish and manage key performance indicators (KPIs) for the CSM team, including adoption, customer satisfaction, retention, expansion, and advocacy metrics.
Thought Leadership: Serve as a trusted technical advisor to both customers and internal teams, providing expert guidance on Odaseva platform adoption, data governance, and security best practices.
Customer Onboarding: Oversee and optimize the onboarding process for key customers, ensuring a seamless transition and rapid time-to-value.
Adoption & Advocacy: Develop and implement programs to accelerate product adoption, increase customer engagement, and drive customer advocacy across the North American customer base.
Escalation Management: Act as the final point of escalation for critical customer issues, ensuring swift resolution and proactive communication to maintain customer trust and satisfaction.
Voice of the Customer: Establish a robust feedback loop to capture and analyze customer insights, informing product roadmap, support processes, and overall customer experience improvements.
Knowledge Sharing: Foster a culture of knowledge sharing and collaboration within the CSM team, providing regular training and development opportunities to enhance technical expertise and customer success skills.
Cross-Functional Collaboration: Build strong relationships with key stakeholders across the organization, including Product, Engineering, Support, and Marketing, to ensure seamless customer experiences and drive company-wide customer success initiatives.
Content Creation: Contribute to the development of high-quality content, including knowledge base articles, best practices guides, and thought leadership pieces, to educate and empower customers and internal teams.

You will bring:

15+ years of experience in customer success, account management, or a related field, with a proven track record of leading high-performing teams in the Salesforce ecosystem.
Proven experience scaling a CSM team, where you built solid foundations
Deep understanding of data governance, security, and compliance challenges faced by enterprise customers.
Exceptional communication and presentation skills, with the ability to build strong relationships with C-level executives and technical stakeholders.
Strong ability to understand and translate customer challenges and concerns into solution-oriented discussions to demonstrate the business value of our solutions and services.
Strong experience leading and facilitating executive meetings or technical workshops with admins and architects.
Ability to engage in technical conversations on data security & governance topics such as Salesforce APIs, Salesforce Security, Archiving, Data Masking and Seeding, etc.
Project manager mindset (prioritization, multitasking and organization skills)
Passion for customer success and a commitment to driving customer value and satisfaction.
Ability to prioritize and perform effectively in a highly dynamic work environment.
Full professional proficiency in English.

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