VP, Customer Success, Agentforce and Data 360

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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.

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. 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.

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 insi