SVP, Customer Success
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Job CategoryCustomer Success
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
About Customer Success Group at Salesforce
Salesforce’s worldwide Customer Success team is a global network consisting of three pillars; Account Success, Product Education, and Customer Support. Our sole mission is to drive Customer Health that leads to Salesforce Loyalty. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is "Your Success is our Success"
About the Position
Salesforce is looking for a highly effective business and technology leader to become the SVP of Customer Success for our Accelerated Industries including the Communications, Media, and Technology (CMT) territory and our Commercial Business Segment (CBS) in America (AMER) within the Customer Success Group (CSG). This role reports to the global EVP of Customer Success.
This role leads a group of Customer Success Managers (CSMs) who orchestrate Customer Health as measured through our Customer Success Score. This includes Product Adoption, Customer Expertise, and Technical Health. In addition to Customer Health, the team is also measured on Salesforce Loyalty represented by NPS, and Gross and Net Retention Rates. The CSMs deliver and orchestrate engagements through our Success Plans, most notably our Signature Success Plan. The SVP collaborates across Salesforce by working to address any customer satisfaction, adoption, professional services, or renewal issues within their region, resulting in clear accountability, consistent service and one face to the customer.
Drives alignment of customer success and transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers.
Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities
Create promoters through evangelists by listening to customers closely and delighting them with our user experience and service development organizations with product enhancement information
Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
Create a consistent and valued customer experience by delivering against scalable and repeatable methodologies and proven best practices
Work closely with the Sales organizations to develop and execute growth plans and strategies that drive customer success This includes territory and account planning alignment with Sales.
Establish relationships with leadership across Sales, Services, Product Expertise, Customer Support, and Alliances & Channel to ensure cross-functional alignment at scale
Effectively build and establish relationships with partner consulting organizations to enable a go-to-market strategy
Manage and achieve key business metrics including Customer Health and Salesforce Loyalty metrics.
Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.
Operationalize programs that ensures the team can scale to meet the needs of our customers and do more with less over time.
Background and Experience
A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment.
Excels in navigating a highly collaborative and highly matrixed environment
Proven experience building and running a business with operational rigor and excellence
Demonstrated success in building an Adoption chartered Customer Success function with teams of Customer Success Managers and/or Technical Account Managers.
Business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software-based business solutions to large and small enterprises that align in one or more Salesforce technology focus areas including Sales, Service, Marketing, Commerce, Data Analytics, or Collaboration
10+ years of work experience in enterprise software
7+ years of work experience in Customer Success or related role
Experience with Communications, Media, and Technology (CMT) preferred
Can thrive in a demanding, fast-paced environment.
Excellent leadership, management, and interpersonal skills.
High EQ and ability to lead with positive influence.
Ability to execute on an operating model with tools, processes, and people to drive a scaled model for customer success.
Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
Passion for technology and innovation
Excellent communication and presentation skills
Analytical and negotiation skills, particularly at executive levels
Strong understanding of business processes and their implementation into enterprise applications
Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Must be open to 50% regional travel with close alignment with Sales and CSG leaders
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Salesforce welcomes all.Pursuant 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.For New York-based roles, the base salary hiring range for this position is $333,000 to $431,000.For California-based roles, the base salary hiring range for this position is $333,000 to $431,000.Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.