SVP, COO - Cloud Success

Salesforce•San Francisco, CA

About The Position

The Senior Vice President, COO - Cloud Success is a strategic leader responsible for shaping how Cloud Success operates, scales, and communicates its value. Working across strategy, operations, technology, analytics, talent, and communications, this executive builds scalable systems and capabilities, strengthens decision-making, and drives alignment across a complex, matrixed organization. The role calls for an enterprise-minded leader who can influence without direct authority, operate at the executive level, build new capabilities, anticipate emerging needs, and turn complex challenges into scalable solutions. The position leads agentic transformation across Cloud Success teams, including defining AI-powered tools and experiences that automate work, improve decisions, and increase frontline productivity. It also improves the customer journey from onboarding through ongoing success by mapping human and digital touchpoints, addressing process and technology gaps, and enabling connected AI-to-human experiences. The role owns Cloud Success analytics, dashboards, operating mechanisms, communications, and measurement frameworks. It builds the operating system for leadership execution, including strategic planning, operating cadences, executive reviews, organizational planning, and cross-functional coordination, and serves as a strategic partner and executive delegate to the EVP of Cloud Success. It also establishes a consistent communications narrative that makes Cloud Success’s customer and business impact visible across the organization.

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.
Demonstrated ability to influence Product, Sales, Finance, and other functions in highly matrixed environments without relying on direct authority.
Executive-level partnership skills and ability to translate 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.
Deep understanding of AI, automation, support processes, and the evolving technology landscape, with the ability to anticipate trends and translate capabilities into business opportunities.
Ability to define strategy while managing details, with a record of building scalable Customer Success operations and programs that achieve measurable business outcomes.
Exceptional written and oral communication, executive presence, storytelling, and public speaking skills; ability to influence a globally distributed organization.
Ability to translate complex cross-functional data into strategic recommendations and measurable 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 may be evaluated through work experience, extracurricular leadership, military experience, volunteer roles, and other relevant experience.

Nice To Haves

Preferred or demonstrated experience working with data and AI technologies.

Responsibilities

Own the strategy and roadmap for tools, processes, and experiences that enable Cloud Success teams to perform effectively.
Define and drive an AI-powered tooling and experience strategy for Cloud Success personas, including Support Engineers, Success Architects, Guides, Onboarding, Critical Incident Center, and Instructors.
Identify opportunities to simplify processes, eliminate friction, automate work, improve decision-making, and increase frontline productivity.
Improve the end-to-end customer experience from onboarding through ongoing success by mapping human and digital touchpoints and addressing process and technology gaps.
Use Net Promoter Score, customer and frontline feedback, and external research to continuously improve connected and intuitive customer experiences.
Own Cloud Success analytics, dashboards, operating mechanisms, communications, and measurement frameworks, and provide leadership with actionable insights, performance metrics, and executive reporting.
Establish MCP-enabled access so other organizations can securely connect to and use Cloud Success data.
Partner with Finance, Data, Product, Sales, and other organizations to create a consistent 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, operating cadences, executive reviews, leadership communications, and cross-functional coordination.
Serve as a trusted 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 narrative demonstrating Cloud Success’s value to customers, Sales, and Salesforce, and equip leaders and teams with evidence and stories to advocate for its impact.
Create executive-ready communications that improve awareness, alignment, and understanding of Cloud Success’s business impact across functions.