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Role Description

The Vice President of Customer Success is an executive leader of leaders responsible for setting the global vision and delivering proactive, outcomes-driven customer success experiences for Salesforce's most mission-critical, high-value customers. This role leads a team of Senior Directors and Directors who each run high-performing Customer Success organizations — requiring someone who can set enterprise strategy, operate at global scale, and drive outcomes through empowered, accountable leaders.

This executive must be equally comfortable in the boardroom — able to synthesize complex customer health and adoption data into compelling narratives for C-suite and board-level audiences, build trusted executive relationships, and drive cross-functional alignment across Sales, Engineering, Product, and Support. This position reports to the SVP, Customer Success and is a key member of the global Customer Success senior leadership team.

Your Impact

You will define and own the global strategy for Customer Success at scale — driving measurable improvements in customer adoption, retention, expansion, and value realization. Your organizations serve Salesforce's most strategic customers, and your ability to set vision, translate data into insights, influence at the executive level, and develop the next generation of senior leaders will be the defining factor in your success.

Responsibilities:

Strategic Leadership & Vision

• Define and communicate a bold, data-driven global strategy for Customer Success that aligns to broader Customer Success and company priorities
• Operate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high-performing organizations
• Establish the operating model, performance standards, and culture for Customer Success at global scale
• Identify and capitalize on emerging risks, trends, and opportunities across the customer lifecycle; translate insights into investment decisions and enterprise-level plans
• Represent Customer Success as a strategic voice in executive forums, ELT discussions, and cross-functional leadership councils

Customer Health, Adoption & Value Realization

• Own the strategy and execution for driving product adoption, feature utilization, and time-to-value across the customer base
• Build and evolve a proactive, data-driven customer health model that predicts risk and surfaces expansion opportunity well ahead of renewal
• Champion structured success planning and value realization frameworks that tie customer outcomes directly to business impact and ROI
• Partner closely with Sales and renewals teams to reduce churn, improve retention, and identify whitespace for expansion
• Ensure customers achieve measurable business value from their Salesforce investment through proactive engagement, not just reactive problem-solving

Data, Insights & Operational Excellence

• Maintain exceptional command of global operational metrics — customer health scores, adoption/usage rates, NRR/retention, expansion revenue, CSAT/NPS, and organizational health indicators
• Drive a data-first culture across the leadership team, ensuring all decisions are grounded in evidence and communicated with precision at the board and C-suite level
• Build and evolve executive-level reporting and dashboards that surface customer and business health and enable proactive, scalable intervention
• Use data to identify systemic patterns across customer segments, product areas, and geographies — driving upstream improvements in partnership with Product, Engineering, and Support
• Hold senior leaders accountable to measurable outcomes while enabling their growth and success

Executive Engagement & Stakeholder Management

• Serve as the ultimate executive escalation leader for the most complex, high-visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive action
• Build trusted, long-term relationships with C-level and board-level stakeholders at Salesforce's most strategic global accounts, acting as a trusted advisor on their transformation journey
• Navigate complex, multi-threaded internal environments — influencing at the ELT and C-suite level across Sales, Engineering, Product, and Finance
• Champion the voice of customers in product and engineering investment decisions, driving prioritization of high-impact initiatives
• Deliver compelling executive communications — board presentations, ELT readouts, investor-relevant narratives — with precision, confidence, and strategic framing

Executive People Leadership & Culture

• Lead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturity
• Build a high-performance, inclusive culture grounded in accountability, customer obsession, and continuous transformation
• Identify and deliberately develop next-generation senior and executive leaders within the global Customer Success organization
• Drive employee engagement, retention, and succession planning across a geographically distributed, multi-thousand-person organization
• Foster psychological safety and model the behaviors required for candid, growth-oriented feedback at scale

Program, Commercial & Cross-Functional Partnership

• Partner with Sales leadership to ensure Customer Success program commitments are consistently delivered and commercially differentiated, directly supporting retention and expansion targets
• Own the global scaling, evolution, and innovation of the Customer Success program — including success planning, digital/scaled engagement models, and emerging AI-augmented success motions
• Partner with Finance and Strategy on multi-year headcount planning, investment cases, and business reviews at ELT and board level
• Collaborate with Enablement, Product, Engineering, and Support to build and sustain programs that accelerate adoption, close capability gaps, and drive innovation in how customers realize value

Required Experience:

• 15+ years in customer success, account management, or enterprise-facing customer-facing roles
• 10+ years in senior management, with 5+ years experience as a leader of leaders
• Proven track record building and scaling enterprise-grade customer success programs — adoption, health scoring, renewals/expansion motion — at global scale
• Demonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board level
• Deep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferred
• Exceptional ability to synthesize complex customer health, adoption, and retention data into strategic insights, investment decisions, and executive-level communications
• Track record of driving transformational improvement in retention, expansion, and adoption metrics grounded in data (e.g., materially improving NRR, adoption rates, CSAT/NPS)
• Proven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiences
• Experience building or transforming customer success analytics capabilities at organizational scale
• Outstanding executive communication skills — written, verbal, and presentation — with the gravitas to lead board-level and C-suite conversations
• Proven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnership
• Track record of influencing and aligning cross-functional partners at the highest levels of Sales, Engineering, Product, and Finance
• Comfortable operating with high ambiguity and leading through complexity, change, and organizational transformation
• Deep experience developing senior leaders — coaching Leaders to grow their strategic impact and executive readiness
• Demonstrated commitment to building diverse, inclusive, and high-performing global organizations
• Strong track record of employee engagement, retention, and executive succession planning
• Proven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountability
• Willingness to travel globally to support strategic customers and executive alignment
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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