VP, Success Management - Portfolio Leader

Description

About the Role

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. We're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

We are 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.

Key Responsibilities:

Customer Outcomes & Portfolio Leadership:

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

Team Leadership & Talent Development:

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

Executive Engagement & Stakeholder Management:

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

Cross-Functional Collaboration & Strategy:

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

Operational Excellence:

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

Required Qualifications:

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

Preferred Qualifications and Skills:

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

Leadership Attributes:

Salesforce is looking for a leader who:

Thinks big — sets ambitious goals and inspires the team to reach them

Uses data to drive decisions — comfortable with metrics, dashboards, and operational rigor

Coaches and develops talent — genuinely invested in the growth of their team

Leads with culture at the center — embodies Salesforce values of Trust, Customer Success, Innovation, Equality, and Sustainability

Builds trust at every level — with customers, peers, and direct reports alike

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and ex