VP, AI-Driven Life Sciences Customer Success

salesforce.com, inc.; New York (NY); On-site; USD 267,000 - 427,000; Full time

Job summary

Salesforce, Inc. is seeking a dynamic Vice President of Customer Success to lead an enterprise Life Sciences portfolio within the Account Success organization. This executive will coach a high-performing team of CSMs, guiding customers through Signature Success to accelerate AI-powered transformation and maximize ROI.

The role requires a strong track record in executive engagement, cross-functional leadership, and building scalable customer health programs, with travel up to 50% regionally.

Qualifications

• 15+ years of experience leading teams or a services/customer success function in an enterprise software company.
• 7+ years of dedicated Customer Success leadership at scale.
• 10+ years of enterprise software experience with CRM, data, and IT deployments.
• Proven track record in retention, adoption, and expansion across large enterprise portfolios.
• Experience engaging C-suite stakeholders with executive presence.
• Strong business and financial acumen; translating challenges into action.
• Passion for technology and AI-driven transformation.
• Demonstrated success in complex, matrixed organizations.
• Excellent written and verbal communication and cross-functional leadership.
• Willingness to travel up to 50% regionally.

Responsibilities

• Own health, retention, adoption, and growth for a defined Life Sciences portfolio.
• Serve as executive sponsor to resolve critical customer issues with rigor.
• Drive measurable outcomes across adoption, expansion, retention, and health metrics.
• Lead the Signature Success framework to maximize business value and renewals.
• Build and scale customer health frameworks and core metrics.
• Develop future leaders within the organization.
• Build trusted C-suite relationships across top accounts.
• Act as trusted advisor linking Salesforce innovations to customer priorities.
• Represent Salesforce in Life Sciences industry forums.
• Partner with Sales, Product, Alliances, and Support to align strategies and roadmaps.
• Translate customer insights into product innovation and go-to-market plans.
• Manage core metrics like NNAOV, Attrition, CSR and product adoption.
• Implement scalable methodologies to improve efficiency and accountability.
• Champion a customer-first operating model using AI and data.

Skills

Executive leadership

Strategic thinking

Communication

People development

Travel readiness

Education

Bachelor's degree or equivalent

Job description

Salesforce, Inc. is seeking a dynamic Vice President of Customer Success to lead an enterprise Life Sciences portfolio within the Account Success organization. This executive will coach a high-performing team of CSMs, guiding customers through Signature Success to accelerate AI-powered transformation and maximize ROI.

The role requires a strong track record in executive engagement, cross-functional leadership, and building scalable customer health programs, with travel up to 50% regionally.