# Vice President, Customer Success

**Company**: Salesforce
**Experience**: executive
**Job type**: full-time
**Salary**: $221,900 - $390,300 annually
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---San-Francisco/Vice-President--Customer-Success---AI-LABS_JR363278?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_43aee7ea-3b2

## Description

We are seeking a dynamic and experienced Vice President, Customer Success to join our Account Success organization. This executive leader will have responsibility for leading, coaching, and scaling a high-performing team of Customer Success Managers (CSMs) within our AI Labs portfolio.

Key Responsibilities:

- Own the health, retention, adoption, and growth of a defined portfolio of AI Labs accounts

- Serve as an executive sponsor and escalation point to ensure critical customer issues and roadblocks are resolved with operational rigor and quick turnaround

- Drive measurable customer outcomes across adoption, expansion, retention, and overall portfolio health , leveraging Agentforce, AI, and data-driven insights

- Ensure your team engages systematically to driving maximum business value, smooth renewals, and high adoption of agentic AI capabilities

- Establish and scale customer health frameworks and metrics; own core business metrics including NNAOV, Attrition, CCR (Customer Consumed Revenue), and product adoption

Team Leadership & Talent Development:

- Build, sustain, and inspire a world-class team of enterprise Customer Success Managers who embody Salesforce values and focus intensely on customer health

- Hire, coach, and retain top talent; actively manage performance and career growth, empowering team members to do the best work of their careers

- Foster a vibrant, inclusive culture that inspires people to excel , actively modeling innovative AI workflows to relieve administrative burden and prioritize strategic deep work

Executive Engagement & Stakeholder Management:

- Build and nurture deep, trusted C-suite relationships across top AI Labs accounts to solidify long-term strategic partnerships

- Act as a trusted advisor to customer executives, connecting Salesforce's innovation and Agentforce roadmap to customer business priorities and complex interdependencies

Cross-Functional Collaboration & Strategy:

- Partner closely with Sales leadership (SVPs, EVPs, & Presidents) to align territory planning, execute joint growth strategies, and coordinate cross-functionally with Product, Alliances, and Customer Support

- Translate customer insights and market trends into product innovation and go-to-market strategy

Operational Excellence:

- Manage and achieve rigorous core business metrics: NNAOV, Attrition, product adoption, NPS/CSAT, and CSM productivity

- Implement scalable, repeatable methodologies and programs that allow the organization to do more with less over time, maintaining absolute metrics accountability

Required Qualifications:

- 15+ years of professional experience running teams of senior consultants or leading a Services/Customer Success function in an enterprise product company delivering software-based solutions

- 7+ years of dedicated Customer Success leadership experience, with demonstrated success managing, coaching, and developing high-performing, matrixed enterprise teams

- 10+ years of enterprise software experience, with a detailed understanding of best practices for complex enterprise CRM, data, and IT deployments

Benefits:

- Time off programs

- Medical, dental, vision

- Mental health support

- Paid parental leave

- Life and disability insurance

- 401(k)

- Employee stock purchasing program

## Skills

### Required
- Customer Success
- Leadership
- AI
- Data-driven insights
- CRM

### Nice to have
- AI tools
- Agentic workflows
- Salesforce product knowledge
- CSM team leadership

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/California---San-Francisco/Vice-President--Customer-Success---AI-LABS_JR363278?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)