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
Product
Job Details
The Experience
As Vice President of Signature Success, you will own the strategy, roadmap, and business performance of Salesforce's Signature Success Plan, our highest-tier customer success offer. This role sits within Customer Success. You are accountable for making Signature a differentiated, scalable, and measurable offer that drives customer outcomes, retention, and growth for Salesforce's most strategic customers.
You will work with Product, Sales, Delivery, Marketing, Finance, and Operations. Together you will define what Signature includes, how it is delivered (expert-led engagements, and AI- and digital-enabled experiences), and how its value is proven. You will also lead the Signature product management team and set a high bar for product thinking, analytical rigor, and execution in a highly matrixed environment.
What You'll Actually Be Doing
- Own the end-to-end strategy, vision, and multi-year roadmap for the Signature Success Plan, aligned to Customer Success and company goals and informed by industry and market trends in premium support, success, and services
- Own the business case for Signature enhancements and P&L-level performance, including attach, renewal, retention, pricing, packaging, and offer profitability, partnering with Finance and Sales on targets without directly owning commercial quotas
- Define the Signature value proposition, differentiation, and entitlements within the broader Success Plans portfolio (Standard, Premier, Signature), with clear upgrade paths
- Lead the Signature operating cadence, including executive reviews, KPI and outcome reporting, and program reviews in partnership with Delivery leadership
- Partner with Delivery, Sales, and Marketing leaders to bring offer enhancements to market, including enablement, positioning, sales plays, and capacity planning
- Build a customer-feedback and insights engine that uses customer, field, and usage data to drive offer innovation and measure outcomes, satisfaction, and time-to-value.
- Integrate adoption signals, health scores, and risk insights into Signature delivery to drive measurable product adoption and attrition reduction
- Represent Signature to executive stakeholders, including the C-suite, Cloud and Product leaders, and regional Sales and Customer Success leadership
- Build, develop, and lead a high-performing team of product managers and directors, setting clear goals, growing talent, and running the V2MOM and QBR cadence
You're Our Person If...
- 15+ years of experience in B2B SaaS, including senior leadership roles in Product Management, Customer Success, Support, Services, or Platform Strategy
- Proven experience owning and scaling a premium, enterprise-grade offer, including strategy, packaging, pricing, and go-to-market, in a complex multi-product platform company
- Demonstrated ability to lead and develop managers or directors of product managers
- Executive presence and communication skills, with strong judgment and the ability to influence senior leaders across Product, Sales, Delivery, Finance, and Marketing
- Track record of driving outcomes in highly matrixed environments, without relying on direct authority
- Strong analytical and financial fluency, including experience building business cases, measuring offer performance, and using data to make investment decisions
- Deep understanding of the Salesforce platform and the needs of large, strategic enterprise customers
- Experience building systems or frameworks that enable revenue growth and retention
- Bachelor's degree required
Even Better If...
- Direct experience with the Signature Success Plan or comparable premium success, support, or services offers
- MBA or other advanced degree
- Experience integrating acquired products or offers into an existing portfolio
- Experience applying AI, automation, and digital channels to scale expert-led services
Seattle, New York City, Chicago, Austin, San Francisco
