VP, Customer Success Product Adoption

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Department Overview

The Customer Success Group (CSG) at Salesforce is dedicated to helping our customers unlock the full value of their Salesforce investments through our robust Success Plans. Success Plans drive customer success by focusing on Product Adoption, Technical Health, and Customer Expertise, providing tailored resources and guidance that empower customers across every stage of their journey. A key feature within Success Plans, the Customer Success Score is an award-winning, industry-first capability that enables customers to measure and track their success with Salesforce. This innovative score offers actionable insights that support proactive engagement, helping customers optimize their experience and achieve their strategic objectives with Salesforce.

As the Vice President of Customer Success Product Adoption, you will play a critical role in driving the success and growth of the Customer Success organization on a global scale. We are seeking a strategic and visionary leader who can provide direction and guidance to our teams across the globe. With your expertise and experience, you will be responsible for shaping and executing our global Adoption strategy, ensuring operational excellence and efficiency, and driving cross-functional collaboration within our organization. If you are a dynamic and innovative leader with a passion for driving business growth and transformation, we invite you to join our team and make an impact on a global scale.

Responsibilities:

• Develop and implement a comprehensive global Adoption strategy that is aligned with our overall goals and objectives within the Customer Success Group.

• Listen deeply to customers, Sales, Account Success, and other field-based organizations to understand how customers use technology to achieve their goals.

• Create Adoption frameworks for seat-based and consumption-based SaaS solutions.

• Partner with Salesforce Technology & Product (T&P) to create detailed adoption data and drive analytics from each Salesforce cloud.

• Use adoption data and analytics in various proactive ways, including evolving the Customer Success Score and creating calls to action for Customer Success Managers, Guides, Architects, Services, and Partners.

• Leverage Adoption data to understand the correlation and causation of Adoption to Renewal and Expansion opportunities.

• Provide strategic direction and guidance to operational teams across different regions and functions.

• Ensures excellence and efficiency by identifying areas for improvement and implementing process enhancements.

• Collaborate with key stakeholders across the organization to drive cross-functional alignment and collaboration.

• Lead and manage a team of Adoption and Operations professionals, providing mentorship and guidance to drive their professional growth and development.

• Represent the company at global events and conferences, showcasing Salesforce's leadership and impact on a global scale.

• Continuously review and improve processes and procedures to ensure compliance with regulatory requirements and industry best practices.

• Collaborate with other executive leaders to develop and implement company-wide initiatives and projects.

Experience/Skills Required:

• Ideally, this leader will have worked in diverse roles across Customer Success organizations. They will feel comfortable interacting with senior management on a regular basis. This leader must be a team player, passionate about making a difference, have a startup mindset, be willing to manage multiple priorities and be able to deal with ambiguity effectively.

• Intellectually curious with a strong EQ to build and maintain relationships across and outside the function, both internally and externally

• Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues; ability to think quickly

• Maintains a positive attitude in stressful situations while working within a collaborative team environment

• Excellent Salesforce knowledge and experience or ability to quickly build robust trusted relationships across Salesforce

• 10+ years experience with license and consumption-based SaaS sales organizations and GTM

• Ability to excel in a fast-growing/fast-paced environment delivering accuracy while managing to deadlines where adaptability is imperative

• Strong personal accountability and personal alignment with Salesforce's values: Trust, Customer Success, Innovation, Equality, and Sustainability

• Proven people leader with experience running a broad and complex high-performing team that spans multiple disciplines and is comfortable pivoting to deliver on tactical priorities quickly

• Strategic thinking that can be quickly converted into a focused execution plan and manage the plan to demonstrable outcomes. Ability to understand broader business and financial issues and juggle multiple projects and tasks

• Extreme attention to detail

• Comfortable providing and receiving feedback

• Complex problem-solving skills including managing escalations, finding solutions that balance the needs of the business with the needs of our business partners and end customers, and interacting with all levels of leadership across the business

• Ability to think creatively and bring new ways to solve old problems

• Demonstrated participation in process improvement initiatives and project management experience

• Bachelor's degree or equivalent combination of education and experience

Our Values

At Salesforce, Trust, Customer Success, Innovation, and Equality are more than just words. They are our core values, guiding every decision and every interaction. Join Salesforce and be part of a company dedicated to making technology accessible to all and helping create a future of greater opportunity.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.