VP, Customer Success Business Transformation

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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.

We are looking for a leader to own key programs that require Customer Success to transform and evolve people, processes, systems alongside company strategies. This leader will understand what it takes to drive transformation at scale, will connect together corporate goals and Customer Success goals, and will influence cross-functional executives and stakeholders to achieve and execute on these combined goals. Examples of transformation programs this role will drive include:

• M&A integration: stabilize and integrate the Customer Success functions of acquired companies across all aspects
• Success-Sales collaboration at scale: drive and influence process, systems, and enablement transformation to allow sales and post sales field teams to jointly deliver customer value
• Consumption transformation: determine how Customer Success needs to operationalize the Consumption transformation
• Security and Privacy compliance: manage the projects to deliver customer's security needs and adhere to compliance changes
• Other programs: as strategies evolve, assess new transformations that Customer Success may need to invest in

• Build relationships and work cross-functionally across Customer Success functions, Technology, Sales Experience, Corporate Development, Security who are all part of the program value chain
• Influence senior executives in order to drive program dependencies, clear roadblocks, and deliver to desired outcomes of the program
• Lead a team of senior directors by providing thought leadership and partnership, elevating their work, clearing roadblocks
• Clarify vision, problem statement, frameworks, workstreams for each program in order to keep all team members and stakeholders aligned
• Create executive-facing presentations and co-present to executive leaders to get buy-in, decisions, funding, etc.
• Continuously improve programs and processes for scale and efficacy, listening to feedback from key stakeholders
• Understand the business and future direction, do discovery and exploration on new and undefined transformation needs

• Excellent communication skills
• Strategic thinking, problem structuring and problem solving skills
• Proven people leader
• Strong EQ and collaboration skills
• Experience managing programs and process improvement
• Experience working for Enterprise Software companies
• Experience in customer-facing planning and operations roles
• Creative thinking and challenging the status quo
• Managing with calm in stressful and ambiguous situations
• High accountability and executing with urgency