VP, Customer Success Management, North

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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.

About Customer Success at Salesforce

Salesforce's worldwide Customer Success Group's primary mission is to drive Customer Health, Adoption, and Consumption that leads to Salesforce Loyalty and reduced Attrition. We work with our customers to build relationships, learn about their businesses, and drive value-based results.

About the Position

Salesforce is looking for a highly effective business and technology leader to become the VP of Customer Success for our EMEA North Operating Unit. This role reports to the Senior Vice President, Customer Success EMEA

The EMEA North Customer Success Leader leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce. You will align at the C-level, building and maintaining strong relationships to help customers progress on their transformation journey. In this role, you will be responsible for helping customers achieve business value faster and to transform their business and engage with their own customers in whole new ways. The end result is increased loyalty, value, retention, customer satisfaction and ultimately expansion of Salesforce's footprint.

This role has accountability for the entire book of customer business across the Operating Unit (OU), leading a team of Customer Success Managers (CSMs) and Customer Success Area Leads (CSALs). The CSMs drive 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 low Attrition and increased AOV coverage. The CSMs deliver engagements through our Signature Success Plan and this role collaborates across Salesforce by working to address any customer satisfaction, adoption, professional services, or renewal issues, resulting in clear accountability, consistent service and one face to the customer. The Customer Success Area Lead (CSAL) roles are sales-aligned and help orchestrate customer value realisation through our Premier Success Plans. The role focuses on data analysis, business strategy, relationship management, and orchestrating customer success initiatives while working as a trusted advisor to Sales teams to improve customer outcomes at scale.

Responsibilities:

• Be the Customer Success Business Partner for the EMEA North Sales leaders and manage relationships with senior Sales stakeholders, leveraging the Customer Health Score and Success Plan entitlements to engage with customers as needed using CSM and CSAL resources
• Act as Executive Sponsor on key accounts aligning with executives to understand their objectives, assess their capabilities and prescribe recommendations to help them accelerate achievement of their business objectives and build a transformational vision
• Operationally manage delivery of Success Engagements against key KPIs including throughput, closure rate and Health Score outcomes, in line with global catalogue and processes, creating a consistent and valued customer experience
• Work closely with the Sales organisations 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, Customer Support and Alliances & Channels to ensure cross-functional alignment at scale
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
• Effectively build and establish relationships with partners and professional services to enable a go-to-market strategy
• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work
• Operationalise programs that ensures the team can scale to meet the needs of our customers and do more with less over time
• Contribute to thought leadership and best practices, both internally and externally on customer success, industry / business transformation and other key topics
• Serve as a customer advocate in driving industry best practices and the evolution of Salesforce product and platform functionality, courses and administrative services integral to the customer's success

• Executive Leadership: 15+ years of experience in business and technology, with 10+ years of dedicated work experience in Customer Success or a related function, leading a large, high-growth organisation delivering software-based business solutions to enterprise-level clients
• Customer Success Acumen: Proven experience building and scaling a successful Adoption-chartered Customer Success function, leading teams of Customer Success Managers
• Operational Excellence: Proven experience running a business with exceptional operational rigour, the ability to manage delivery against KPIs, and expertise in navigating and excelling in a highly matrixed, collaborative environment
• C-Level Engagement: Exceptional ability to influence and drive effective conversations at the C-level, including facilitating difficult discussions and handling complex objections
• Education: 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, formal work experience, etc.)

• Leadership & Interpersonal Skills:
  • Excellent leadership, management, and interpersonal skills, including high EQ and the ability to lead with positive influence across diverse teams and regions
  • Ability to navigate complex customer organisational structures to build strategic relationships with executives and key stakeholders
• Influence & Program Management:
  • Skilled at program management within large organisations, adept at engaging key stakeholders to effectively drive change across groups
  • Ability to work independently, deliver on detail, and successfully execute long-term strategy in an evolving, fast-paced environment
• Strategic & Technical Acumen:
  • Strong consulting skills and proven results working as a Trusted Advisor to drive business value for clients or stakeholders
  • Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
  • Passion for technology, innovation, and an in-depth knowledge of core business processes (Sales, Marketing, Service, Support)