Vice President, Signature Success Plans

Salesforce•Seattle, WA

About The Position

The Vice President of Signature Success owns the strategy, roadmap, and business performance of Salesforce’s highest-tier customer success offer, the Signature Success Plan. The role is part of Customer Success and is accountable for making Signature a differentiated, scalable, and measurable offer that drives customer outcomes, retention, and growth for Salesforce’s most strategic customers. The position works across Product, Sales, Delivery, Marketing, Finance, and Operations to define the offer, its delivery through expert-led engagements and AI- and digital-enabled experiences, and how its value is demonstrated. The Vice President also leads the Signature product management team and sets expectations for product thinking, analytical rigor, and execution in a highly matrixed environment. The role owns the Signature strategy and multi-year roadmap, offer differentiation and entitlements, and business-case and P&L-level performance, including attach, renewal, retention, pricing, packaging, and profitability. It establishes operating reviews and performance reporting, partners with cross-functional leaders on launch and delivery readiness, develops customer-feedback and insights systems, and represents Signature with executive stakeholders. The role leads and develops product managers and directors and runs the V2MOM and QBR cadence.

Requirements

15+ years of experience in B2B SaaS, including senior leadership roles in Product Management, Customer Success, Support, Services, or Platform Strategy.
Proven experience owning and scaling a premium, enterprise-grade offer, including strategy, packaging, pricing, and go-to-market, in a complex multi-product platform company.
Demonstrated ability to lead and develop managers or directors of product managers.
Executive presence and communication skills, strong judgment, and ability to influence senior leaders across Product, Sales, Delivery, Finance, and Marketing.
Track record of driving outcomes in highly matrixed environments without relying on direct authority.
Strong analytical and financial fluency, including building business cases, measuring offer performance, and using data to make investment decisions.
Deep understanding of the Salesforce platform and the needs of large, strategic enterprise customers.
Experience building systems or frameworks that enable revenue growth and retention.
Bachelor’s degree required.

Nice To Haves

Direct experience with the Signature Success Plan or comparable premium success, support, or services offers.
MBA or other advanced degree.
Experience integrating acquired products or offers into an existing portfolio.
Experience applying AI, automation, and digital channels to scale expert-led services.

Responsibilities

Own the end-to-end strategy, vision, and multi-year roadmap for the Signature Success Plan, aligned with Customer Success and company goals and informed by market trends in premium support, success, and services.
Own the business case for Signature enhancements and P&L-level performance, including attach, renewal, retention, pricing, packaging, and offer profitability; partner with Finance and Sales on targets without directly owning commercial quotas.
Define Signature’s value proposition, differentiation, and entitlements within the Standard, Premier, and Signature Success Plans portfolio, including clear upgrade paths.
Lead the Signature operating cadence, including executive reviews, KPI and outcome reporting, and program reviews in partnership with Delivery leadership.
Partner with Delivery, Sales, and Marketing leaders to bring offer enhancements to market, including enablement, positioning, sales plays, and capacity planning.
Build a customer-feedback and insights engine using customer, field, and usage data to drive offer innovation and measure outcomes, satisfaction, and time-to-value.
Integrate adoption signals, health scores, and risk insights into Signature delivery to drive measurable product adoption and reduce attrition.
Represent Signature to executive stakeholders, including the C-suite, Cloud and Product leaders, and regional Sales and Customer Success leadership.
Build, develop, and lead a high-performing team of product managers and directors, set clear goals, grow talent, and run the V2MOM and QBR cadence.