SVP, Platform, Security and New Products - Cloud Success

Overview of the Role

The Senior Vice President, Platform, Security and New Products will lead how Customer Success anticipates, prepares for, and enables adoption of new product innovation, Salesforce Platform evolution, acquisitions, Security mandates, and AI-driven change-ensuring teams and customers are ready before innovation reaches the market.

This leader will establish a proactive operating model with Product, Engineering, Security (CISO) and Platform leadership, creating a scalable approach to NPI tracking, readiness, enablement, and adoption. With good understanding of the Salesforce Platform, AI, automation, and security, the SVP will stay ahead of emerging technologies, translate innovation into workforce and customer readiness requirements, and ensure Cloud Success has the capabilities, skills, processes, and tooling to support change at scale. Critically, this leader will bring the voice of the customer and frontline teams back into Product and Platform, using insights, data, and market signals to influence product priorities and improve the customer experience. This is a build mandate, with the opportunity to shape the strategy, operating model, and capabilities that position Cloud Success ahead of the pace of innovation.

Responsibilities

• Strengthen the Cloud Success Platform partnership : Establish a two-way operating model that ensures Cloud Success has early visibility into upcoming platform and product changes, while bringing the voice of the customer and frontline teams into product planning. Create clear communication channels, shared readiness mechanisms, and regular feedback loops that enable joint prioritization, faster readiness, and continuous influence on the platform roadmap.
• New Product Introduction Framework: Strengthen and scale an enterprise-wide NPI framework across Salesforce product and platform innovation, ensuring Customer Success has early visibility and is ready to support new products and changes at scale. Embed readiness requirements across the full lifecycle—including digital support, offers, serviceability, customer support, enablement, and operational readiness, with consistent mechanisms to assess impact, prioritize actions, and coordinate execution. Move from reactive preparation to a proactive model where every innovation is designed and launched with Cloud Success readiness built in.
• Security Readiness : Make security and trust foundational to the NPI and go-to-market lifecycle, reflecting Trust as Salesforce's number one value. Partner closely with the CISO and Security teams to anticipate upcoming security programs, assess customer and operational impact, and build readiness well ahead of launch. Use strong cross-functional collaboration and executive influence to shape key decisions, ensuring every security rollout has a clear communication and go-to-market plan, with digital, self-service, support, and enablement capabilities in place to help customers adopt changes seamlessly while minimizing avoidable support demand.
• Governance & Executive Alignment : Establish recurring QBRs with Platform and Security leadership, using data and insights from customer touchpoints across digital, support, services, and other channels to create a shared view of impact, readiness, and opportunities. Foster joint accountability, align priorities, and use strong cross-functional influence to drive decisions and action at every level of the organization.
• Cross-Functional Awareness & Go-to-Market Readiness : Maintain a broad view of what is happening across Salesforce—from product innovation, platform changes, security programs, and acquisitions to broader business priorities—and connect the dots early to identify cross-functional impacts. Anticipate what is coming, assess customer and Cloud Success implications, and shape the right go-to-market motions—including offers, digital, self-service, support, communications, and enablement—are proactively designed into launches and changes rather than addressed as an afterthought.

Qualifications

• Experience: 15+ years in product operations, program management, or platform strategy, with 5+ years in a senior leadership role driving cross-functional programs at scale.
• Technical, Product & Platform Acumen : comprehensive knowledge of the Salesforce Platform, products, architecture, and technology ecosystem is required, with strong technical fluency across AI, automation, APIs, integrations, data, security, and product lifecycle management. Demonstrated ability to understand complex technical concepts, anticipate platform and product dependencies, assess customer and operational impact, and translate emerging technology into actionable readiness, supportability, and go-to-market strategies. Comfortable engaging deeply with Product, Engineering, Architecture, Security, and Customer Success leaders to influence technical and product decisions.
• Program Leadership : Proven experience leading NPI and building scalable readiness and governance frameworks within large, complex organizations. Ability to establish operating models that span multiple products, teams, and clouds, with strong rigor around tracking, gating, prioritization, dependencies, and accountability from innovation through launch and adoption.
• Process Redesign: Experience diagnosing and fixing upstream engagement gaps in cross-functional release/readiness processes - shifting a function from reactive, late-stage involvement to proactive, early engagement.
• Security & Risk Fluency: Experience anticipating and mitigating the operational/support impact of security mandates and controls before they reach customers - balancing security urgency with support capacity.
• Strategic & Execution-Oriented: Comfortable defining an ambiguous, still-evolving mandate while also driving detailed operational execution.
• Cross-Functional Influence: Track record of aligning disparate stakeholders (Product, Engineering, Security, Platform teams) around a shared roadmap and priorities, including at the executive/SteerCo level.
• Data-Based Decision-Making: Drives strategy and prioritization across Platform, Security, and New Products by systematically gathering and interpreting signals - adoption trends, incident and risk data, support and escalation patterns, and product usage metrics - to separate real customer impact from noise. Uses this evidence to allocate resources, set critical incident and security priorities, and make defensible trade-offs between speed, risk, and customer outcomes.
• Communication: Exceptional communicator with executive presence, able to translate complex technical/product risk into clear business implications for senior leadership.
• Education: Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)