VP, Global Customer Success & Data Strategy

salesforce.com, inc.; San Francisco (CA); On-site; USD 222,000 - 390,000; Full time

Job summary

Salesforce is hiring a Vice President of Customer Success to lead global, executive-level customer success across strategic accounts. The role requires building scalable programs, defining measurable health and adoption strategies, and partnering with Sales, Product, Engineering, and Support to drive retention and expansion.

A track record in senior leadership and data-driven governance is essential. The candidate will inspire senior directors and directors, shape operating models, and ensure

Qualifications

• 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 insights, investment decisions, and executive-level communications
• Track record of driving transformational improvement in retention, expansion, and adoption metrics grounded in data
• Proven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiences
• Experience building or transforming customer success analytics capabilities at organizational scale
• Outstanding executive communication skills - written, verbal, and presentation - with the gravitas to lead board-level and C-suite conversations
• Proven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnership
• Track record of influencing and aligning cross-functional partners at the highest levels of Sales, Engineering, Product, and Finance
• Comfortable operating with high ambiguity and leading through complexity, change, and organizational transformation
• Deep experience developing senior leaders - coaching Leaders to grow their strategic impact and executive readiness
• Demonstrated commitment to building diverse, inclusive, and high-performing global organizations
• Strong track record of employee engagement, retention, and executive succession planning
• Proven ability to operate across both the visionary and executional spectrum - setting the long arc of strategy while maintaining organizational accountability
• Willingness to travel globally to support strategic customers and executive alignment
• Degree or equivalent relevant experience required.

Responsibilities

• Define and communicate a bold, data-driven global strategy for Customer Success that aligns to broader 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
• 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
• 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
• 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
• 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
• 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
• 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 ability to operate across both the visionary and executional spectrum - setting the long arc of strategy while maintaining organizational accountability
• Willingness to travel globally to support strategic customers and executive alignment
• Degree or equivalent relevant experience required.

Job description

Salesforce is hiring a Vice President of Customer Success to lead global, executive-level customer success across strategic accounts. The role requires building scalable programs, defining measurable health and adoption strategies, and partnering with Sales, Product, Engineering, and Support to drive retention and expansion.

A track record in senior leadership and data-driven governance is essential. The candidate will inspire senior directors and directors, shape operating models, and ensure