Vice President, Customer Success - AI LABS

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 AI Labs portfolio. Your team will engage strategically with a premier book of enterprise accounts — guiding customers 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 AI Labs accounts
• 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 to 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 AI first 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 AI Labs 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 AI first 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 success delivery

Required Qualifications:

• 15+ years of professional experience running teams of senior consultants or leading a Services/Customer Success function in an enterprise product company delivering software-based solutions
• 7+ years of dedicated Customer Success leadership experience, with demonstrated success managing, coaching, and developing high-performing, matrixed enterprise teams
• 10+ years of enterprise software experience, with a detailed understanding of best practices for complex enterprise CRM, data, and IT deployments
• Proven track record of driving customer retention, adoption, and expansion across a large enterprise portfolio
• Experience engaging and influencing C-suite stakeholders across complex, global enterprise accounts; high executive presence and emotional intelligence
• Strong business and financial acumen; ability to translate customer business challenges into actionable success plans
• A strong passion for technology and digital transformation, specifically leveraging AI and data-driven insights to solve complex corporate challenges
• Demonstrated success operating in complex, matrixed organizations
• Exceptional communication, influencing, and cross-functional leadership skills
• Ability and willingness to travel up to 50% regionally for close alignment with customers and field leadership
• Bachelor's degree or equivalent relevant experience

Preferred Qualifications and Skills:

• Experience leveraging AI tools and agentic workflows to drive team productivity and customer outcomes
• Prior Salesforce product knowledge or experience leading CSM teams at a SaaS company
• Familiarity with Salesforce Customer Success methodologies (Signature Success, Accelerator, etc.)
• Experience building and scaling new teams or functions

Leadership Attributes:

Salesforce is looking for a leader who:

• Thinks better — has a beginner’s mind that constantly challenges old ways of working to reinvent them for an AI-first world
• Thinks big — sets ambitious goals and inspires the team to reach them
• Uses data to drive decisions — comfortable with metrics, dashboards, and operational rigor
• Coaches and develops talent — genuinely invested in the growth of their team
• Leads with culture at the center — embodies Salesforce values of Trust, Customer Success, Innovation, Equality, and Sustainability
• Builds trust at every level — with customers, peers, and direct reports alike