SVP, Marketing Cloud, Customer Success

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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.

Overview of the Role:

The Senior Vice President, Marketing Cloud, will be responsible for delivering end-to-end customer success outcomes, ensuring customers realize value and achieve their business objectives through world-class technical support, proactive adoption programs, onboarding, and architect engagements. This leader will build deep partnerships with Product and Engineering, serving as the voice of the customer to drive continuous improvements in product quality. Drawing on a blend of strategic acumen and operational rigor, the SVP will act as a force multiplier-orchestrating complex, cross-functional programs at scale-while upholding the culture, standards, and expectations of an elite, high-performing organization..

• Lead Customer Support Operations:Deliver world-class service for Marketing Cloud; guide teams through an agentic transformation in modern customer support; champion AI-powered efficiency and productivity tools; and serve as the executive escalation point for high-severity issues, personally engaging with customer executives to drive resolution.
• Drive Proactive Adoption:Lead proactive engagement models to increase product consumption and accelerate customer value realization across both products, while defining scalable strategies to expand coverage and engagement throughout the customer lifecycle.
• Scale Customer Onboarding:Lead onboarding programs to ensure successful implementation and activation of Marketing Cloud, driving faster time-to-value and first-value milestones.
• Strengthen Technical Health: Lead technical architect resources to proactively engage customers, improve technical health, prevent escalations, and remediate risks through scalable programs.
• Deliver Success Plan Entitlements: Ensure high-quality delivery of Success Plan offerings across all customers by defining success metrics, monitoring performance, and continuously increasing customer value.
• Champion the Customer Voice:Act as the primary conduit between customers and Product & Engineering leadership, ensuring customer feedback directly influences product quality, roadmap priorities, and innovation through scalable feedback mechanisms.
• Develop High-Performing Teams:Grow and lead a collaborative, outcome-driven Customer Success organization grounded in customer empathy, technical excellence, high productivity, and strong morale.
• Drive Accountability for Results:Define and own KPIs across support, adoption, onboarding, technical health, and Success Plans, aligning execution to business priorities and delivering measurable improvements in customer satisfaction, retention, and expansion.

• Experience: Equivalent of 15+ years in Customer Success, technical support, product management, or similar experience, with at least 5+ years in a senior leadership role leading Customer Success teams at scale.
• Salesforce Experience: Preferred or demonstrated experience working with other Marketing solutions
• Customer Success & People Leadership: Proven ability to inspire, lead, and grow large, global Customer Success organizations. A respected people leader with a track record of hiring, developing, and retaining top talent through talent acquisition, onboarding, and retention programs.
• Technical Acumen: Strong understanding of AI, automation, support technologies, and Customer Success platforms. Must have experience owning strategy for technical support, adoption programs, and customer health initiatives.
• Strategic & Execution-Oriented: Demonstrated ability to define the big picture while also sweating the details. A track record of building scalable Customer Success operations and programs that drive measurable business outcomes.
• Communication: Exceptional communicator, both written and oral, with an executive presence and storytelling ability. Able to effectively influence and gain support across a globally distributed organization. Strong public speaking abilities.
• Operational Excellence:Expert in support automation and Customer Success operations. Deep expertise in metrics-driven management, process optimization, and driving efficiency at scale.
• Education:Degree or equivalent relevant experience required. Experience will be evaluated based on theValues & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)