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SVP, Customer Success - Regulated Industries

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  • Customer Success
    • California - San Francisco
    • Washington - Seattle
    • Illinois - Chicago
    • Georgia - Atlanta
    • New York - New York
  • Full time
  • JR248805
  • California Salary $333,000 - $431,000
  • New York Salary $333,000 - $431,000
  • Washington Salary $333,000 - $431,000

Description

About Customer Success Group at Salesforce
Salesforce’s worldwide Customer Success team is a global network consisting of three pillars; Account Success, Product Education, and Customer Support. Our sole mission is to drive Customer Health that leads to Salesforce Loyalty. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is "Your Success is our Success."

About the Position
Salesforce is looking for a highly effective business and technology leader to become the SVP of Customer Success for our Regulated Industries which includes Financial Services (FINS) and Healthcare & Life Sciences (HLS). Other territories include Canada and Small & Medium Business (SMB). This role reports to the global EVP of Customer Success.

This role leads a group of Customer Success Managers (CSMs) who orchestrate Customer Health as measured through our Customer Success Score. This includes Product Adoption, Customer Expertise, and Technical Health. In addition to Customer Health, the team is also measured on Salesforce Loyalty represented by NPS, and Gross and Net Retention Rates. The CSMs deliver and orchestrate engagements through our Success Plans, most notably our Signature Success Plan. The SVP collaborates across Salesforce by working to address any customer satisfaction, adoption, professional services, or renewal issues within their region, resulting in clear accountability, consistent service, and one face to the customer.

Responsibilities

  • Drives alignment of customer success and transformational impacts through adoption of innovative offers combined with market leading cloud solutions that accelerate business value for our customers.

  • Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities.

  • Create promoters through evangelists by listening to customers closely and delighting them with our user experience and service development organizations with product enhancement information.

  • Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper.

  • Create a consistent and valued customer experience by delivering against scalable and repeatable methodologies and proven best practices.

  • Work closely with the Sales organizations to develop and execute growth plans and strategies that drive customer success This includes territory and account planning alignment with Sales.

  • Establish relationships with leadership across Sales, Services, Product Expertise, Customer Support, and Alliances & Channels to ensure cross-functional alignment at scale.

  • Effectively build and establish relationships with partner consulting organizations to enable a go-to-market strategy.

  • Manage and achieve key business metrics including Customer Health and Salesforce Loyalty metrics.

  • Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.

  • Operationalize programs that ensure the team can scale to meet the needs of our customers and do more with less over time.

Background and Experience

  • A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale.

  • Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment.

  • Excels in navigating a highly collaborative and highly matrixed environment.

  • Proven experience building and running a business with operational rigor and excellence.

  • Demonstrated success in building an Adoption chartered Customer Success function with teams of Customer Success Managers and/or Technical Account Managers.

Desired Skills/Experiences

  • Business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software-based business solutions to large and small enterprises that align in one or more Salesforce technology focus areas including Sales, Service, Marketing, Commerce, Data Analytics, or Collaboration.

  • 10+ years of work experience in enterprise software.

  • 7+ years of work experience in Customer Success.

  • Experience in regulated industries like Financial Services or Health Care is preferred.

  • Can thrive in a demanding, fast-paced environment.

  • Excellent leadership, management, and interpersonal skills.

  • High EQ and ability to lead with positive influence.

  • Ability to execute on an operating model with tools, processes, and people to drive a scaled model for customer success.

  • Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments.

  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy.

  • Passion for technology and innovation.

  • Excellent communication and presentation skills.

  • Analytical and negotiation skills, particularly at executive levels.

  • Strong understanding of business processes and their implementation into enterprise applications.

  • Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

  • Must be open to 50% regional travel with close alignment with Sales and CSG leaders.

For roles in San Francisco and Los Angeles: 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.

At Salesforce, we strive to create an accessible and inclusive experience for all candidates.

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodation Request Form.

Please note that Salesforce uses an automated employment decision tool to help our recruiters assess and evaluate candidates’ resumes. If you do not want Salesforce to use this tool with your application, please submit a request via this form.

Equal Opportunity 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. Know your rights: workplace discrimination is illegal. 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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

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