Vice President, Customer Success - AI LABS

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 Customer Success 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. 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. 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. We are seeking a dynamic and experienced Vice President, Customer Success to join our Account Success organization. This executive leader will have responsibility for leading, coaching, and scaling a high-performing team of Customer Success Managers (CSMs) within our AI Labs portfolio. Your team will engage strategically with a premier book of enterprise accounts — guiding customers to accelerate digital and AI-powered transformation, maximize ROI, and achieve long-term business value.   Key Responsibilities: Customer Outcomes & Portfolio Leadership: • Own the health, retention, adoption, and growth of a defined portfolio of AI Labs accounts • Serve as an executive sponsor and escalation point to ensure critical customer issues and roadblocks are resolved with operational rigor and quick turnaround • Drive measurable customer outcomes across adoption, expansion, retention, and overall portfolio health — leveraging Agentforce, AI, and data-driven insights • Ensure your team engages systematically to driving maximum business value, smooth renewals, and high adoption of agentic AI capabilities • Establish and scale customer health frameworks and metrics; own core business metrics including NNAOV, Attrition, CCR (Customer Consumed Revenue), and product adoption • Listen closely to the specialized needs of AI first organizations to create passionate brand promoters through exceptional user experiences and impactful Customer Highlights Team Leadership & Talent Development: • Build, sustain, and inspire a world-class team of enterprise Customer Success Managers who embody Salesforce values and focus intensely on customer health • Hire, coach, and retain top talent; actively manage performance and career growth, empowering team members to do the best work of their careers • Foster a vibrant, inclusive culture that inspires people to excel — actively modeling innovative AI workflows to relieve administrative burden and prioritize strategic deep work • Build a culture of accountability, inclusion, and continuous growth • Identify and develop future leaders within the organization Executive Engagement & Stakeholder Management: • Build and nurture deep, trusted C-suite relationships across top AI Labs accounts to solidify long-term strategic partnerships • Act as a trusted advisor to customer executives, connecting Salesforce's innovation and Agentforce roadmap to customer business priorities and complex interdependencies • Represent Salesforce as a thought leader and external ambassador in AI first forums and executive engagements Cross-Functional Coll