VP, Success Management - Portfolio Leader

Salesforce; Illinois; On-site; USD 260,000 - 380,000; Full time

Job summary

Salesforce is seeking a dynamic Vice President, Customer Success to lead our Life Sciences portfolio within the Account Success organization. This executive role will coach and scale a high-performing team of Customer Success Managers, guiding pharma, biotech, and medical device customers through AI-powered transformation and sustained business value.

You will partner across Sales, Product, and Support to align strategies, drive renewals, adoption, and customer outcomes with a focus on industry

Responsibilities

• Own health, retention, adoption, and growth of a defined portfolio of enterprise Life Sciences accounts including Pharma and MedTech partners.
• Serve as an executive sponsor to resolve critical customer issues with operational rigor and quick turnaround.
• Drive measurable outcomes across adoption, expansion, retention, and portfolio health using AI, data insights, and the Signature Success framework.
• Scale a world-class team of enterprise Customer Success Managers focusing on customer health and value realization.
• Build deep, trusted C-suite relationships with top Pharma and MedTech customers to align Salesforce innovation with business priorities.
• Partner with Sales, Product, Alliances, and Support to translate customer insights into go-to-market strategies and roadmaps.
• Implement scalable customer health frameworks and drive accountability around core metrics like NNAOV, Attrition, and product adoption.

Job description

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. We're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

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 premium Life Sciences portfolio. Your team will engage strategically with a premier book of enterprise pharmaceutical, biotech, and medical device accounts - guiding customers through our Signature Success framework to accelerate digital and AI-powered transformation, maximize ROI, and achieve long-term business value.

Key Responsibilities:

Customer Outcomes & Portfolio Leadership:

• Own the health, retention, adoption, and growth of a defined portfolio of enterprise Life Sciences accounts - including high-visibility Pharma and MedTech partners
• 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 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
• Listen closely to the specialized needs of Life Sciences organizations to create passionate brand promoters through exceptional user experiences and impactful Customer Highlights

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
• 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