VP, Success Management - Portfolio Leader

Salesforce is 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 premium Life Sciences portfolio.

Key Responsibilities:

• Customer Outcomes & Portfolio Leadership:
• Own the health, retention, adoption, and growth of a defined portfolio of enterprise Life Sciences 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
• Ensure your team engages systematically within the Signature Success framework, 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
• Build a culture of accountability, inclusion, and continuous growth
• Identify and develop future leaders within the organization

• Executive Engagement & Stakeholder Management:
• Build and nurture deep, trusted C-suite relationships across top Pharma and MedTech 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
• Represent Salesforce as a thought leader and external ambassador in Life Sciences industry forums and executive engagements

• 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
• Drive alignment across regions and business units, advocating for customer priorities in product roadmaps and executive decision-making
• Partner with global SIs, ISVs, and strategic partners to amplify customer outcomes

• 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
• Champion a customer-first operating model; leverage data, AI, and operational rigor to drive consistent and scalable customer success delivery

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
• Proven track record of driving customer retention, adoption, and expansion across a large enterprise portfolio
• Experience engaging and influencing C-suite stakeholders across complex, global enterprise accounts; high executive presence and emotional intelligence
• Strong business and financial acumen; ability to translate customer business challenges into actionable success plans
• A strong passion for technology and digital transformation, specifically leveraging AI and data-driven insights to solve complex corporate challenges
• Demonstrated success operating in complex, matrixed organizations
• Exceptional communication, influencing, and cross-functional leadership skills
• Ability and willingness to travel up to 50% regionally for close alignment with customers and field leadership
• Bachelor's degree or equivalent relevant experience

Preferred Qualifications and Skills:

• Deep Life Sciences domain expertise strongly preferred , Pharma, Biotech, MedTech, R&D, or commercial operations; understanding of the regulated industry ecosystem is a strong differentiator
• Prior Salesforce product knowledge or experience leading CSM teams at a SaaS company
• Familiarity with Salesforce Customer Success methodologies (Signature Success, Accelerator, etc.)
• Experience building and scaling new teams or functions
• Experience leveraging AI tools and agentic workflows to drive team productivity and customer outcomes