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About the Role
As Vice President of Signature Success, you will own the strategy, roadmap, and business performance of Salesforce's Signature Success Plan, our highest-tier customer success offer. This role sits within Customer Success and is accountable for making Signature a differentiated, scalable, and measurable offer that drives customer outcomes, retention, and growth for Salesforce's most strategic customers. You will work with Product, Sales, Delivery, Marketing, Finance, and Operations to define the offer, its delivery methods, and value proof. You will also lead the Signature product management team, setting high standards for product thinking, analytical rigor, and execution.
Responsibilities
- Own the end-to-end strategy, vision, and multi-year roadmap for the Signature Success Plan, aligned to Customer Success and company goals and informed by industry and market trends in premium support, success, and services
- Own the business case for Signature enhancements and P&L-level performance, including attach, renewal, retention, pricing, packaging, and offer profitability, partnering with Finance and Sales on targets without directly owning commercial quotas
- Define the Signature value proposition, differentiation, and entitlements within the broader Success Plans portfolio (Standard, Premier, Signature), with clear upgrade paths
- Lead the Signature operating cadence, including executive reviews, KPI and outcome reporting, and program reviews in partnership with Delivery leadership
- Partner with Delivery, Sales, and Marketing leaders to bring offer enhancements to market, including enablement, positioning, sales plays, and capacity planning
- Build a customer-feedback and insights engine that uses customer, field, and usage data to drive offer innovation and measure outcomes, satisfaction, and time-to-value
- Integrate adoption signals, health scores, and risk insights into Signature delivery to drive measurable product adoption and attrition reduction
- Represent Signature to executive stakeholders, including the C-suite, Cloud and Product leaders, and regional Sales and Customer Success leadership
- Build, develop, and lead a high-performing team of product managers and directors, setting clear goals, growing talent, and running the V2MOM and QBR cadence
Requirements
- 15+ years of experience in B2B SaaS, including senior leadership roles in Product Management, Customer Success, Support, Services, or Platform Strategy
- Proven experience owning and scaling a premium, enterprise-grade offer, including strategy, packaging, pricing, and go-to-market, in a complex multi-product platform company
- Demonstrated ability to lead and develop managers or directors of product managers
- Executive presence and communication skills, with strong judgment and the ability to influence senior leaders across Product, Sales, Delivery, Finance, and Marketing
- Track record of driving outcomes in highly matrixed environments, without relying on direct authority
- Strong analytical and financial fluency, including experience building business cases, measuring offer performance, and using data to make investment decisions
- Deep understanding of the Salesforce platform and the needs of large, strategic enterprise customers
- Experience building systems or frameworks that enable revenue growth and retention
- Bachelor's degree required
Skills
- Product Management
- Customer Success
- Support
- Services
- Platform Strategy
- Product thinking
- Analytical rigor
- Execution
- Financial fluency
- AI
- Automation
- Digital channels
Location
- Seattle
- New York City
- Chicago
- Austin
- San Francisco
Work Type
- Full-time
Experience Level
- Senior leadership
- 15+ years
Education Level
- Bachelor's degree
Salary/Compensations
- $257,500 - $451,700 annually
- $310,200 - $496,400 annually in select cities within the San Francisco and New York City metropolitan area
Benefits
- Time off programs
- Medical
- Dental
- Vision
- Mental health support
- Paid parental leave
- Life and disability insurance
- 401(k)
- Employee stock purchasing program
About the Company
- Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
- The world of work as we know it is changing and 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.
- Agentforce is the future of AI, and you are the future of Salesforce.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- At Salesforce, we believe in equality for all.
- We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
- Know your rights: workplace discrimination is illegal.
- Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
- This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
- It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
- Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
- The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
- 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.
- 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.