SVP, COO - Cloud Success

Salesforce•Boston, MA

10d•$352,000 - $473,000

About The Position

The Senior Vice President, COO - Cloud Success serves as a strategic force multiplier, shaping how Cloud Success operates, scales, and communicates its value. Working across strategy, operations, technology, analytics, talent, and communications, this leader builds scalable systems and capabilities, strengthens decision-making, and drives alignment across a highly matrixed organization. The role requires an enterprise-minded executive who can influence without direct authority, build new capabilities, anticipate future needs, and turn complex challenges into simple, scalable solutions. The position owns Cloud Success’s AI-powered tools and employee experience strategy, improves customer and frontline experiences, and provides leadership with analytics, dashboards, operating mechanisms, and executive reporting. It also establishes the operating system for strategic planning and execution, supports organizational planning, and develops communications that make Cloud Success’s impact clear and compelling. The role acts as a trusted strategic partner and executive delegate to the EVP of Cloud Success.

Requirements

Proven COO experience within Sales or customer success, leading strategy, operating models, planning, and execution across complex, global organizations.
Experience driving enterprise transformation and using AI, technology, and data to simplify operations, improve productivity, and scale impact.
Strong track record influencing Product, Sales, Finance, and other functions in highly matrixed environments without relying on direct authority.
Experience as a trusted executive partner who can turn complex business challenges and data into clear decisions, compelling narratives, and measurable outcomes.
Experience building teams, capabilities, operating mechanisms, and organizational structures that enable businesses to scale effectively.
Deep understanding of AI, automation, support processes, and the evolving technology landscape, with the ability to anticipate trends and translate new capabilities into business opportunities.
Ability to define the big picture while attending to execution details, with a track record of building scalable Customer Success operations and programs that produce measurable business outcomes.
Exceptional written and oral communication skills, executive presence, and storytelling ability; ability to influence and gain support across a globally distributed organization.
Strong public speaking abilities.
Ability to translate complex cross-functional data into strategic recommendations that drive measurable business outcomes.
Skill in building and using analytics frameworks, dashboards, and KPIs to surface insights, anticipate risk, and align executive stakeholders around a single source of truth.
Ability to balance quantitative rigor with business judgment and use data to shape strategy, prioritize investment, and course-correct.
Degree or equivalent relevant experience required. Experience will be evaluated based on role-related values and behaviors, including extracurricular leadership, military, volunteer, or work experience.

Nice To Haves

Preferred or demonstrated experience working with Salesforce data and AI technologies.

Responsibilities

Own the strategy and roadmap for tools, processes, and experiences that help Cloud Success teams perform effectively.
Define and drive an AI-powered tooling and experience strategy across Cloud Success personas, including Support Engineers, Success Architects, Guides, Onboarding, Critical Incident Center, and Instructors, to automate work, improve decision-making, and increase frontline productivity.
Identify opportunities to simplify processes, eliminate friction, and create connected end-to-end experiences for Cloud Success employees.
Improve the end-to-end customer experience from onboarding through ongoing success by mapping human and digital touchpoints, identifying process and technology gaps, and enabling seamless AI-to-human experiences.
Use Net Promoter Score, customer and frontline feedback, and insights from industry organizations and research firms to continually improve customer experiences.
Provide Cloud Success leadership with dashboards, actionable insights, performance metrics, and executive reporting.
Own Cloud Success analytics, dashboards, operating mechanisms, communications, and measurement frameworks, and establish MCP-enabled access for other organizations to securely connect to and use Cloud Success data.
Partner with Finance, Data, Product, Sales, and other organizations to create a consistent, connected view of performance, impact, and opportunity.
Build the operating system that enables Cloud Success leadership to execute strategy, align teams, and scale effectively.
Own strategic planning and operating cadences, executive reviews, leadership communications, and cross-functional coordination; serve as a strategic partner and executive delegate to the EVP of Cloud Success.
Lead organizational planning across headcount, capacity, talent, career paths, and organizational design.
Drive leadership off-sites and enterprise planning processes to strengthen alignment, decision-making, and execution.
Build a consistent Cloud Success narrative that demonstrates value to customers, Sales, and Salesforce, and equip leaders and teams with evidence and stories to advocate for the organization.
Create executive-ready communications that strengthen awareness, alignment, and understanding of Cloud Success’s business impact across functions.