VP, Customer Success, Agentforce and Data 360

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce 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 SalesforceSalesforce 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.Role DescriptionThe Vice President of Customer Success is an executive leader of leaders responsible for setting the global vision and delivering proactive, outcomes-driven customer success experiences for Salesforce's most mission-critical, high-value customers. This role leads a team of Senior Directors and Directors who each run high-performing Customer Success organizations — requiring someone who can set enterprise strategy, operate at global scale, and drive outcomes through empowered, accountable leaders.This executive must be equally comfortable in the boardroom — able to synthesize complex customer health and adoption data into compelling narratives for C-suite and board-level audiences, build trusted executive relationships, and drive cross-functional alignment across Sales, Engineering, Product, and Support. This position reports to the SVP, Customer Success and is a key member of the global Customer Success senior leadership team.Your ImpactYou will define and own the global strategy for Customer Success at scale — driving measurable improvements in customer adoption, retention, expansion, and value realization. Your organizations serve Salesforce's most strategic customers, and your ability to set vision, translate data into insights, influence at the executive level, and develop the next generation of senior leaders will be the defining factor in your success.Responsibilities:Strategic Leadership & VisionDefine and communicate a bold, data-driven global strategy for Customer Success that aligns to broader Customer Success and company prioritiesOperate as an executive leader of leaders — developing and inspiring a team of Senior Directors and Directors, each responsible for their own high-performing organizationsEstablish the operating model, performance standards, and culture for Customer Success at global scaleIdentify and capitalize on emerging risks, trends, and opportunities across the customer lifecycle; translate insights into investment decisions and enterprise-level plansRepresent Customer Success as a strategic voice in executive forums, ELT discussions, and cross-functional leadership councilsCustomer Health, Adoption & Value RealizationOwn the strategy and execution for driving product adoption, feature utilization, and time-to-value across the customer baseBuild and evolve a proactive, data-driven customer health model that predicts risk and surfaces expansion opportunity well ahead of renewalChampion structured success planning and value realization frameworks that tie customer outcomes directly to business impact and ROIPartner closely with Sales and renewals teams to reduce churn, improve retention, and identify whitespace for expansionEnsure customers achieve measurable business value from their Salesforce investment through proactive engagement, not just reactive problem-solvingData, Insights & Operational ExcellenceMaintain exceptional command of global operational metrics — customer health scores, adoption/usage rates, NRR/retention, expansion revenue, CSAT/NPS, and organizational health indicatorsDrive 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 levelBuild and evolve executive-level reporting and dashboards that surface customer and business health and enable proactive, scalable interventionUse data to identify systemic patterns across customer segments, product areas, and geographies — driving upstream improvements in partnership with Product, Engineering, and SupportHold senior leaders accountable to measurable outcomes while enabling their growth and successExecutive Engagement & Stakeholder ManagementServe as the ultimate executive escalation leader for the most complex, high-visibility, and strategically sensitive customer situations — bringing calm, clarity, and decisive actionBuild 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 journeyNavigate complex, multi-threaded internal environments — influencing at the ELT and C-suite level across Sales, Engineering, Product, and FinanceChampion the voice of customers in product and engineering investment decisions, driving prioritization of high-impact initiativesDeliver compelling executive communications — board presentations, ELT readouts, investor-relevant narratives — with precision, confidence, and strategic framingExecutive People Leadership & CultureLead, inspire, and develop a team of Senior Directors and Directors, elevating their strategic impact, executive presence, and leadership maturityBuild a high-performance, inclusive culture grounded in accountability, customer obsession, and continuous transformationIdentify and deliberately develop next-generation senior and executive leaders within the global Customer Success organizationDrive employee engagement, retention, and succession planning across a geographically distributed, multi-thousand-person organizationFoster psychological safety and model the behaviors required for candid, growth-oriented feedback at scaleProgram, Commercial & Cross-Functional PartnershipPartner with Sales leadership to ensure Customer Success program commitments are consistently delivered and commercially differentiated, directly supporting retention and expansion targetsOwn the global scaling, evolution, and innovation of the Customer Success program — including success planning, digital/scaled engagement models, and emerging AI-augmented success motionsPartner with Finance and Strategy on multi-year headcount planning, investment cases, and business reviews at ELT and board levelCollaborate with Enablement, Product, Engineering, and Support to build and sustain programs that accelerate adoption, close capability gaps, and drive innovation in how customers realize valueRequired Experience:15+ years in customer success, account management, or enterprise-facing customer-facing roles10+ years in senior management, with 5+ years experience as a leader of leadersProven track record building and scaling enterprise-grade customer success programs — adoption, health scoring, renewals/expansion motion — at global scaleDemonstrated ability to own and resolve the most complex, highest-visibility customer situations at the C-suite and board levelDeep familiarity with CRM, SaaS, or cloud-based enterprise software — Salesforce platform experience strongly preferredExceptional ability to synthesize complex customer health, adoption, and retention data into strategic insights, investment decisions, and executive-level communicationsTrack record of driving transformational improvement in retention, expansion, and adoption metrics grounded in data (e.g., materially improving NRR, adoption rates, CSAT/NPS)Proven ability to present data-driven investment cases and business narratives to ELT, C-suite, and board-level audiencesExperience building or transforming customer success analytics capabilities at organizational scaleOutstanding executive communication skills — written, verbal, and presentation — with the gravitas to lead board-level and C-suite conversationsProven ability to build long-term trust with senior customer executives and internal ELT leadership through consistent delivery, transparency, and strategic partnershipTrack record of influencing and aligning cross-functional partners at the highest levels of Sales, Engineering, Product, and FinanceComfortable operating with high ambiguity and leading through complexity, change, and organizational transformationDeep experience developing senior leaders — coaching Leaders to grow their strategic impact and executive readinessDemonstrated commitment to building diverse, inclusive, and high-performing global organizationsStrong track record of employee engagement, retention, and executive succession planningProven ability to operate across both the visionary and executional spectrum — setting the long arc of strategy while maintaining organizational accountabilityWillingness to travel globally to support strategic customers and executive alignmentDegree 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.)Unleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $221,900 - $390,300 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $266,800 - $426,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.SummaryLocation: New York - New York; Illinois - Chicago; Georgia - Atlanta; Washington - Seattle; Indiana - Indianapolis; California - San FranciscoType: Full time