SVP, Platform, Security and New Products - Cloud Success

Salesforce•San Francisco, CA

8d•$385,000 - $457,000

About The Position

The Senior Vice President, Platform, Security and New Products will lead how Customer Success anticipates, prepares for, and enables adoption of new product innovation, Salesforce Platform evolution, acquisitions, security mandates, and AI-driven change. The leader will ensure teams and customers are ready before innovation reaches the market and establish a proactive operating model with Product, Engineering, Security (CISO), and Platform leadership to scale new product introduction (NPI) tracking, readiness, enablement, and adoption. The role requires a strong understanding of the Salesforce Platform, AI, automation, and security. The SVP will track emerging technologies, translate innovation into workforce and customer readiness requirements, and ensure Cloud Success has the capabilities, skills, processes, and tooling to support change at scale. They will also bring customer and frontline perspectives to Product and Platform teams, using insights, data, and market signals to influence product priorities and improve the customer experience. This is a build mandate to shape the strategy, operating model, and capabilities that position Cloud Success ahead of innovation. The position calls for an experienced executive with deep technical and product fluency, substantial experience leading enterprise-scale programs, and the ability to influence senior cross-functional stakeholders. A degree or equivalent relevant experience is required.

Requirements

15+ years of experience in product operations, program management, or platform strategy.
5+ years in a senior leadership role driving cross-functional programs at scale.
Comprehensive knowledge of the Salesforce Platform, products, architecture, and technology ecosystem.
Strong technical fluency across AI, automation, APIs, integrations, data, security, and product lifecycle management.
Ability to understand complex technical concepts, anticipate dependencies, assess customer and operational impact, and translate emerging technology into readiness, supportability, and go-to-market strategies.
Experience leading NPI and building scalable readiness and governance frameworks within large, complex organizations.
Ability to establish operating models spanning multiple products, teams, and clouds, with rigor around tracking, gating, prioritization, dependencies, and accountability from innovation through launch and adoption.
Experience diagnosing and fixing upstream engagement gaps in cross-functional release and readiness processes, moving functions from reactive late-stage involvement to proactive early engagement.
Experience anticipating and mitigating the operational and support impact of security mandates and controls before they reach customers, while balancing security urgency with support capacity.
Ability to define an ambiguous, evolving mandate while also driving detailed operational execution.
Track record of aligning Product, Engineering, Security, and Platform stakeholders around shared roadmaps and priorities, including at executive or SteerCo level.
Ability to systematically gather and interpret customer and operational signals to distinguish meaningful impact from noise and make defensible decisions.
Exceptional communication skills and executive presence, including the ability to explain complex technical and product risk in clear business terms.
Degree or equivalent relevant experience required.

Responsibilities

Establish a two-way operating model with Cloud Success and Platform teams, including early visibility into changes, customer and frontline feedback loops, shared readiness mechanisms, and joint prioritization.
Strengthen and scale an enterprise-wide NPI framework so Customer Success is prepared for product and platform innovation across the full lifecycle.
Embed readiness across digital support, offers, serviceability, customer support, enablement, and operational readiness, with consistent impact assessment, prioritization, and execution mechanisms.
Partner with the CISO and Security teams to anticipate security programs, assess customer and operational impact, and prepare for launches in advance.
Ensure security rollouts have clear communications and go-to-market plans, with digital, self-service, support, and enablement capabilities to support customer adoption and minimize avoidable support demand.
Establish recurring QBRs with Platform and Security leadership, using data from customer touchpoints to align on impact, readiness, priorities, and opportunities.
Build joint accountability and use cross-functional influence to drive decisions and action across the organization.
Track product innovation, platform changes, security programs, acquisitions, and business priorities to identify cross-functional impacts early.
Assess customer and Cloud Success implications and proactively shape go-to-market motions, including offers, digital and self-service experiences, support, communications, and enablement.
Use adoption, incident and risk data, support and escalation patterns, and product usage metrics to guide strategy, resource allocation, prioritization, and trade-offs between speed, risk, and customer outcomes.
Communicate technical and product risks as clear business implications for senior leadership.