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Salesforce is seeking a Vice President of Customer Success Management to lead a high-performing team of enterprise Customer Success Managers focused on the Life Sciences portfolio. This executive role combines portfolio leadership, team management, and strategic customer engagement across premium pharmaceutical, biotech, and medical device accounts.
Key responsibilities include owning the health, retention, adoption, and growth of a defined portfolio of enterprise Life Sciences accounts. You will serve as an executive sponsor and escalation point for critical customer issues, driving measurable outcomes across adoption, expansion, retention, and portfolio health using Agentforce and AI-powered insights. You'll establish and scale customer health frameworks, own core business metrics (NNAOV, Attrition, CCR, product adoption), and ensure systematic engagement within Salesforce's Signature Success framework.
On the people side, you will build, sustain, and inspire a world-class team of enterprise CSMs. This includes hiring, coaching, and retaining top talent; actively managing performance and career growth; and fostering an inclusive culture that leverages innovative AI workflows to reduce administrative burden and prioritize strategic work. You'll identify and develop future leaders within the organization.
Executive engagement is critical: build deep, trusted C-suite relationships across top Pharma and MedTech accounts, act as a trusted advisor connecting Salesforce's innovation roadmap to customer priorities, and represent Salesforce as a thought leader in Life Sciences industry forums.
Cross-functional collaboration involves partnering with Sales leadership on territory planning and growth strategies, translating customer insights into product innovation, driving alignment across regions, and working with global SIs and ISVs to amplify customer outcomes. You'll champion operational excellence by managing rigorous metrics, implementing scalable methodologies, and leveraging data and AI to drive consistent customer success delivery.
Required: 15+ years in professional services or customer success leadership at enterprise software companies; 7+ years dedicated Customer Success leadership managing high-performing matrixed teams; 10+ years enterprise software experience with CRM, data, and IT deployment expertise; proven track record driving retention, adoption, and expansion; strong C-suite engagement skills; business and financial acumen; passion for technology and digital transformation.
