VP, Customer Success Product Adoption

$219,400 - $351,000/Yr

Salesforce - Austin, TX

Full-time - Senior

Austin, TX

Publishing Industries

About the position

The Vice President of Customer Success Product Adoption at Salesforce is a strategic leadership role focused on driving the success and growth of the Customer Success organization globally. This position involves developing and implementing a comprehensive global Adoption strategy, ensuring operational excellence, and fostering cross-functional collaboration. The VP will leverage adoption data to enhance customer experiences and achieve strategic objectives, while also mentoring a team of professionals in the Customer Success Group.

Responsibilities

• Develop and implement a comprehensive global Adoption strategy aligned with overall goals.
• Listen to customers and field organizations to understand technology usage for achieving goals.
• Create Adoption frameworks for seat-based and consumption-based SaaS solutions.
• Partner with Salesforce Technology & Product to drive analytics from Salesforce cloud.
• Use adoption data to evolve the Customer Success Score and create calls to action for teams.
• Leverage Adoption data to understand its correlation with Renewal and Expansion opportunities.
• Provide strategic direction to operational teams across regions and functions.
• Identify areas for improvement and implement process enhancements for efficiency.
• Collaborate with stakeholders to drive cross-functional alignment.
• Lead and manage a team of Adoption and Operations professionals, mentoring them for growth.
• Represent the company at global events and conferences, showcasing Salesforce's impact.
• Continuously review and improve processes to ensure compliance with best practices.
• Collaborate with executive leaders on company-wide initiatives.

Requirements

• 10+ years of experience in license and consumption-based SaaS sales organizations and GTM.
• Strong Salesforce knowledge and experience or ability to build trusted relationships quickly.
• Proven people leader with experience managing high-performing teams across multiple disciplines.
• Excellent interpersonal skills with the ability to articulate and debate issues effectively.
• Strong problem-solving skills, including managing escalations and finding balanced solutions.
• Ability to think creatively and bring new solutions to old problems.
• Experience in process improvement initiatives and project management.
• Bachelor's degree or equivalent combination of education and experience.

Nice-to-haves

• Experience in diverse roles across Customer Success organizations.
• Startup mindset with the ability to manage multiple priorities and deal with ambiguity.
• Intellectually curious with a strong emotional intelligence (EQ).
• Ability to maintain a positive attitude in stressful situations.

Benefits

• Competitive salary range of $219,400 to $351,000.
• Incentive compensation and equity opportunities.
• Comprehensive health benefits and wellness programs.
• Employee resource groups and inclusive benefits.
• Professional development opportunities.