Vice President, Customer Success - AI LABS

Salesforce•San Francisco, CA

21d•$221,900 - $390,300

About The Position

Salesforce is seeking a Vice President, Customer Success to lead, coach, and scale a high-performing team of Customer Success Managers supporting its AI Labs portfolio. The team works with premier enterprise accounts to accelerate digital and AI-powered transformation, maximize return on investment, and deliver long-term business value. The role owns portfolio health, retention, adoption, and growth, and serves as an executive sponsor and escalation point for customer issues. The leader builds trusted relationships with customer executives, connects Salesforce’s innovation and Agentforce roadmap to customer priorities, and partners with Sales, Product, Alliances, Customer Support, global systems integrators, independent software vendors, and other strategic partners. The role also develops talent, fosters an inclusive and accountable culture, translates customer and market insights into product and go-to-market strategy, and establishes scalable customer-success practices. It is accountable for metrics including NNAOV, attrition, customer-consumed revenue, adoption, NPS/CSAT, and CSM productivity. Travel of up to 50% regionally is expected. Salesforce offers benefits including time-off programs, medical, dental and vision coverage, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. The typical annual base salary range is $221,900–$390,300, or $266,800–$426,900 in select San Francisco and New York City metropolitan-area locations. These ranges cover base salary only and exclude applicable bonus, sales incentives, equity, and benefits.

Requirements

15+ years of professional experience running teams of senior consultants or leading a Services/Customer Success function in an enterprise product company delivering software-based solutions.
7+ years of dedicated Customer Success leadership experience, with demonstrated success managing, coaching, and developing high-performing, matrixed enterprise teams.
10+ years of enterprise software experience and detailed understanding of best practices for complex enterprise CRM, data, and IT deployments.
Proven track record driving customer retention, adoption, and expansion across a large enterprise portfolio.
Experience engaging and influencing C-suite stakeholders across complex, global enterprise accounts; strong executive presence and emotional intelligence.
Strong business and financial acumen, with the ability to translate customer business challenges into actionable success plans.
Strong passion for technology and digital transformation, particularly using AI and data-driven insights to solve complex corporate challenges.
Demonstrated success operating in complex, matrixed organizations.
Exceptional communication, influencing, and cross-functional leadership skills.
Ability and willingness to travel up to 50% regionally for close alignment with customers and field leadership.
Bachelor’s degree or equivalent relevant experience.

Nice To Haves

Experience leveraging AI tools and agentic workflows to drive team productivity and customer outcomes.
Prior Salesforce product knowledge or experience leading CSM teams at a SaaS company.
Familiarity with Salesforce Customer Success methodologies, such as Signature Success and Accelerator.
Experience building and scaling new teams or functions.
Beginner’s mindset and ability to challenge established practices for an AI-first world.
Ability to set ambitious goals and inspire a team to reach them.
Comfort using metrics, dashboards, and operational rigor to drive decisions.
Genuine investment in coaching and developing talent.
Commitment to leading with Salesforce values of Trust, Customer Success, Innovation, Equality, and Sustainability.
Ability to build trust with customers, peers, and direct reports.

Responsibilities

Own the health, retention, adoption, and growth of a defined portfolio of AI Labs accounts.
Serve as an executive sponsor and escalation point, resolving critical customer issues and roadblocks with operational rigor and quick turnaround.
Drive measurable customer outcomes across adoption, expansion, retention, and portfolio health, using Agentforce, AI, and data-driven insights.
Ensure systematic customer engagement to support business value, smooth renewals, and adoption of agentic AI capabilities.
Establish and scale customer health frameworks and metrics; own metrics including NNAOV, attrition, CCR, and product adoption.
Build, inspire, and lead a high-performing team of enterprise Customer Success Managers.
Hire, coach, retain, and develop team members; manage performance and career growth and identify future leaders.
Foster an inclusive culture of accountability and continuous growth, and model innovative AI workflows that reduce administrative burden and prioritize strategic work.
Build trusted C-suite relationships and advise customer executives on Salesforce innovation and the Agentforce roadmap in relation to business priorities.
Represent Salesforce as a thought leader and external ambassador in AI-first forums and executive engagements.
Partner with Sales leadership to align territory planning, execute joint growth strategies, and coordinate with Product, Alliances, and Customer Support.
Translate customer insights and market trends into product innovation and go-to-market strategy.
Align regions and business units, advocate for customer priorities in product roadmaps and executive decisions, and partner with global SIs, ISVs, and strategic partners.
Manage core business metrics, including NNAOV, attrition, product adoption, NPS/CSAT, and CSM productivity.
Implement scalable, repeatable methodologies and programs while maintaining accountability for metrics.
Champion a customer-first operating model using data, AI, and operational rigor to deliver consistent, scalable customer success.