SVP, Platform, Security and New Products - Cloud Success

Salesforce•Boston, MA

10d•$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 role ensures teams and customers are ready before innovations reach the market. This leader will establish a proactive operating model with Product, Engineering, Security (CISO), and Platform leadership, including a scalable approach to new product introduction (NPI) tracking, readiness, enablement, and adoption. The SVP will use knowledge of the Salesforce Platform, AI, automation, and security to translate emerging technologies into workforce and customer readiness requirements, ensuring Cloud Success has the capabilities, skills, processes, and tools to support change at scale. The role also brings customer and frontline insights back to Product and Platform to influence priorities and improve customer experience. This is a build mandate to shape the strategy, operating model, and capabilities that position Cloud Success ahead of innovation.

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 platform and product dependencies, assess customer and operational impact, and translate emerging technology into readiness, supportability, and go-to-market strategies.
Ability to engage with Product, Engineering, Architecture, Security, and Customer Success leaders and influence technical and product decisions.
Proven experience leading NPI and building scalable readiness and governance frameworks in large, complex organizations.
Ability to establish operating models spanning multiple products, teams, and clouds, with rigor in tracking, gating, prioritization, dependencies, and accountability from innovation through launch and adoption.
Experience diagnosing and addressing upstream engagement gaps in cross-functional release and readiness processes, shifting teams from reactive, late-stage involvement to proactive, early engagement.
Experience anticipating and mitigating the operational and support impacts of security mandates and controls before they reach customers, while balancing security urgency with support capacity.
Ability to define an ambiguous, evolving mandate while driving detailed operational execution.
Track record of aligning Product, Engineering, Security, and Platform stakeholders around shared roadmaps and priorities, including at executive and SteerCo levels.
Ability to gather and interpret adoption trends, incident and risk data, support and escalation patterns, and product usage metrics to guide strategy, prioritization, resource allocation, incident and security priorities, and trade-offs between speed, risk, and customer outcomes.
Exceptional communication skills and executive presence, including the ability to explain complex technical and product risks in clear business terms for senior leadership.
Degree or equivalent relevant experience required.

Responsibilities

Establish a two-way operating model with Cloud Success and Platform leadership, providing early visibility into product and platform changes and bringing customer and frontline feedback into product planning.
Create communication channels, shared readiness mechanisms, and regular feedback loops to enable joint prioritization, faster readiness, and ongoing influence on the platform roadmap.
Strengthen and scale an enterprise-wide NPI framework so Customer Success has early visibility and is ready to support product and platform changes at scale.
Embed readiness requirements throughout the product lifecycle, including digital support, offers, serviceability, customer support, enablement, and operational readiness.
Create consistent mechanisms to assess impact, prioritize actions, and coordinate execution, ensuring Cloud Success readiness is built into launches.
Partner with the CISO and Security teams to anticipate security programs, assess customer and operational impacts, and prepare well ahead of launch.
Shape security rollout decisions and ensure each rollout has a clear communications and go-to-market plan, with digital, self-service, support, and enablement capabilities in place to support customer adoption and minimize avoidable support demand.
Establish recurring QBRs with Platform and Security leadership, using data and insights from customer touchpoints across digital, support, services, and other channels to establish a shared view of impact, readiness, and opportunities.
Foster joint accountability, align priorities, and use cross-functional influence to drive decisions and action throughout the organization.
Monitor product innovation, platform changes, security programs, acquisitions, and broader business priorities to identify cross-functional impacts early.
Assess customer and Cloud Success implications and proactively shape go-to-market motions, including offers, digital, self-service, support, communications, and enablement.