Vice President of Success Management (Portfolio Leader)

• 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
• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

• Ability and willingness to travel up to 50% regionally for close alignment with customers and field leadership
• 7+ years of dedicated Customer Success leadership experience, with demonstrated success managing, coaching, and developing high-performing, matrixed enterprise teams
• Exceptional communication, influencing, and cross-functional leadership skills
• 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
• Experience engaging and influencing C-suite stakeholders across complex, global enterprise accounts; high executive presence and emotional intelligence
• Bachelor’s degree or equivalent relevant experience
• 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
• Strong business and financial acumen; ability to translate customer business challenges into actionable success plans
• Proven track record of driving customer retention, adoption, and expansion across a large enterprise portfolio
• 10+ years of enterprise software experience, with a detailed understanding of best practices for complex enterprise CRM, data, and IT deployments
• Thinks big — sets ambitious goals and inspires the team to reach them
• Builds trust at every level — with customers, peers, and direct reports alike
• 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
• 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
• Experience building and scaling new teams or functions
• Familiarity with Salesforce Customer Success methodologies (Signature Success, Accelerator, etc.)
• Experience leveraging AI tools and agentic workflows to drive team productivity and customer outcomes