Senior Vice President of Customer Success, Salesforce
$333-431k
Salary applicable to CA and NYC based candidates only
More information about location
World's leading CRM provider
Job no longer available
World's leading CRM provider
1001+ employees
Job no longer available
$333-431k
Salary applicable to CA and NYC based candidates only
More information about location
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- 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
What the job involves
- 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
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
SoMa, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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