SVP, COO - Cloud Success

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 lead