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