VP, Success Management - Portfolio Leader

Salesforce•Chicago, IL

2d•Hybrid

About The Position

Salesforce is seeking a dynamic and experienced Vice President, Customer Success to join our Account Success organization. This executive leader will have responsibility for leading, coaching, and scaling a high-performing team of Customer Success Managers (CSMs) within our premium Life Sciences portfolio. Your team will engage strategically with a premier book of enterprise pharmaceutical, biotech, and medical device accounts — guiding customers through our Signature Success framework to accelerate digital and AI-powered transformation, maximize ROI, and achieve long-term business value.

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, with a detailed understanding of best practices for complex enterprise CRM, data, and IT deployments
Proven track record of driving customer retention, adoption, and expansion across a large enterprise portfolio
Experience engaging and influencing C-suite stakeholders across complex, global enterprise accounts; high executive presence and emotional intelligence
Strong business and financial acumen; ability to translate customer business challenges into actionable success plans
A strong passion for technology and digital transformation, specifically leveraging 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

Deep Life Sciences domain expertise strongly preferred — Pharma, Biotech, MedTech, R&D, or commercial operations; understanding of the regulated industry ecosystem is a strong differentiator
Prior Salesforce product knowledge or experience leading CSM teams at a SaaS company
Familiarity with Salesforce Customer Success methodologies (Signature Success, Accelerator, etc.)
Experience building and scaling new teams or functions
Experience leveraging AI tools and agentic workflows to drive team productivity and customer outcomes

Responsibilities

Own the health, retention, adoption, and growth of a defined portfolio of enterprise Life Sciences accounts — including high-visibility Pharma and MedTech partners
Serve as an executive sponsor and escalation point to ensure critical customer issues and roadblocks are resolved with operational rigor and quick turnaround
Drive measurable customer outcomes across adoption, expansion, retention, and overall portfolio health — leveraging Agentforce, AI, and data-driven insights
Ensure your team engages systematically within the Signature Success framework, driving maximum business value, smooth renewals, and high adoption of agentic AI capabilities
Establish and scale customer health frameworks and metrics; own core business metrics including NNAOV, Attrition, CCR (Customer Consumed Revenue), and product adoption
Listen closely to the specialized needs of Life Sciences organizations to create passionate brand promoters through exceptional user experiences and impactful Customer Highlights
Build, sustain, and inspire a world-class team of enterprise Customer Success Managers who embody Salesforce values and focus intensely on customer health
Hire, coach, and retain top talent; actively manage performance and career growth, empowering team members to do the best work of their careers
Foster a vibrant, inclusive culture that inspires people to excel — actively modeling innovative AI workflows to relieve administrative burden and prioritize strategic deep work
Build a culture of accountability, inclusion, and continuous growth
Identify and develop future leaders within the organization
Build and nurture deep, trusted C-suite relationships across top Pharma and MedTech accounts to solidify long-term strategic partnerships
Act as a trusted advisor to customer executives, connecting Salesforce's innovation and Agentforce roadmap to customer business priorities and complex interdependencies
Represent Salesforce as a thought leader and external ambassador in Life Sciences industry forums and executive engagements
Partner closely with Sales leadership (SVPs, EVPs, & Presidents) to align territory planning, execute joint growth strategies, and coordinate cross-functionally with Product, Alliances, and Customer Support
Translate customer insights and market trends into product innovation and go-to-market strategy
Drive alignment across regions and business units, advocating for customer priorities in product roadmaps and executive decision-making
Partner with global SIs, ISVs, and strategic partners to amplify customer outcomes
Manage and achieve rigorous core business metrics: NNAOV, Attrition, product adoption, NPS/CSAT, and CSM productivity
Implement scalable, repeatable methodologies and programs that allow the organization to do more with less over time, maintaining absolute metrics accountability
Champion a customer-first operating model; leverage data, AI, and operational rigor to drive consistent and scalable customer success delivery