SVP, COO - Cloud Success

Job description

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 Finance Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Overview of the Role: The Senior Vice President, COO - Cloud Success will serve as a strategic force multiplier for Cloud Success, shaping how the organization operates, scales, and communicates its value. Sitting at the intersection of strategy, operations, technology, analytics, talent, and communications, this leader will build scalable systems and capabilities, bring rigor and insight to decision-making, and drive alignment across a highly matrixed organization. Success requires an enterprise-minded leader who can influence without direct authority, operate effectively at the executive level, build from scratch, anticipate what’s next, and turn complex challenges into simple, scalable solutions. Responsibilities: Agentic Transformation across Cloud Success Teams: Own the strategy and roadmap for the tools, processes, and experiences that enable Cloud Success teams to perform at their best. Define and drive an AI-powered tooling and experience strategy across Cloud Success personas—including Support Engineers, Success Architects, Guides, Onboarding, Critical Incident Center, and Instructors—to automate work, improve decision-making, and increase frontline productivity. Identify opportunities to simplify processes, eliminate friction, and create a connected, seamless end-to-end experience that enables Cloud Success employees to deliver greater value to customers and the business. Experience Design: Reduce friction and elevate the end-to-end customer experience from onboarding through ongoing success by mapping key human and digital touchpoints, identifying process and technology gaps, and enabling seamless AI-to-human experiences. Incorporate Net Promoter Score, customer and frontline feedback, and insights from industry organizations and research firms such as TSIA and Gartner to continuously shape and improve experiences that are connected, intuitive, and aligned to evolving customer expectations. Data Insights and Analytics: Provides Cloud Success leadership with dashboards, actionable insights, clear performance metrics, and effective executive reporting. Own Cloud Success analytics, dashboards, operating mechanisms, communications, and measurement frameworks, while establishing MCP-enabled access that allows other organizations to securely connect to and leverage Cloud Success data. Partner across Finance, Data, Product, Sales, and other organizations to create a consistent, connected view of performance, impact, and opportunity. Operations: Build the operating system that enables Cloud Success leadership to execute its strategy, drive alignment, and scale effectively. Own strategic planning and operating cadences, executive reviews, leadership communications, and cross-functional coordination, while serving as a trusted strategic partner and executive delegate to the EVP of Cloud Success. Lead organizational planning across headcount, capacity, talent, career paths, and organizational design, and drive leadership off-sites and enterprise planning processes to strengthen alignment, decision-making, and execution. Cloud Success Communication Strategy and Branding: Use data and insights to make Cloud Success’s impact visible, credible, and compelling across a large, diverse, matrixed organization. Build a consistent narrative that demonstrates value to customers, Sales, and Salesforce; equip leaders and teams with the stories and evidence to become advocates; and create executive-ready communications that strengthen awareness, alignment, and understanding of Cloud Success’s business impact across functions. Qualifications: Experience: Enterprise Strategy & Operations: Proven COO experience within Sales or customer success leading strategy, operating models, planning, and execution across complex, global organizations. Transformation & AI: Experience driving enterprise transformation, leveraging AI, technology, and data to simplify operations, improve productivity, and scale impact. Cross-Functional Leadership: Strong track record influencing across Product, Sales, Finance, and other functions in highly matrixed environments without relying on direct authority. Executive Leadership & Storytelling: Trusted executive partner who turns complex business challenges and data into clear decisions, compelling narratives, and measurable outcomes. Organizational Scaling: Experience building teams, capabilities, operating mechanisms, and organizational structures that enable businesses to scale effectively. Salesforce Experience: Preferred or demonstrated experience working with data and AI technologies. Technical Acumen & Market Awareness: Deep understanding of AI, automation, support processes, and the evolving technology landscape, with the ability to anticipate emerging trends, translate new capabilities into business opportunities, and stay ahead of what’s next. Strategic & Execution-Oriented: Demonstrated ability to define the big picture while also sweating the details. A track record of building scalable Customer Success operations and programs that drive measurable business outcomes. Communication: Exceptional communicator, both written and oral, with an executive presence and storytelling ability. Able to effectively influence and gain support across a globally distributed organization. Strong public speaking abilities. Data-Driven Decision-Making: Proven ability to translate complex, cross-functional data into clear strategic recommendations that drive measurable business outcomes. Skilled at building and leveraging analytics frameworks, dashboards, and KPIs to surface actionable insights, anticipate risk, and align executive stakeholders around a single source of truth. Adept at balancing quantitative rigor with sound business judgment — using data not just to report on performance, but to shape strategy, prioritize investment, and course-correct in real time. Education: Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.) Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt ou