VP, Customer Success - UKI

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About Salesforce: Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust.

About Customer Success At Salesforce: Salesforce's worldwide Customer Success Group’s primary mission is to drive Customer Health, Adoption, and Consumption that leads to Salesforce Loyalty and reduced Attrition.

About The Position: Salesforce is looking for a highly effective business and technology leader to become the VP of Customer Success for our EMEA UKI Operating Unit. This role reports to the Senior Vice President, Customer Success EMEA. The EMEA UKI Customer Success Leader leverages deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Salesforce.

Responsibilities:

• Be the Customer Success Business Partner for the EMEA UKI Operating Unit and manage relationships with senior stakeholders including the CCO, CEO and Sales Leadership, leveraging the Customer Health Score and Success Plan entitlements to engage with customers as needed using CSM and CSAL resources.
• Act as Executive Sponsor on key accounts, aligning with executives to understand their objectives, assess their capabilities and prescribe recommendations to accelerate business objectives and build a transformational vision.
• Lead, coach, and evolve the UKI Customer Success teams, shifting the team's focus to proactive Adoption-Led Growth to ensure every customer engagement contributes to revenue, retention and consumption targets.
• Operationally manage delivery of Success Engagements against key KPIs including throughput, closure rate and Customer Success Score outcomes, creating consistent and valued customer experiences.
• Work closely with leadership to execute strategies that drive customer success, demonstrating commercial acumen and understanding the link between technical adoption and commercial renewal.
• Champion a proactive risk mitigation strategy, mobilising the team to identify attrition risks 12-24 months in advance and execute intervention plays to protect the install base.
• Establish relationships with leadership across Sales, Services, Product, Customer Support and Alliances & Channels to ensure cross-functional alignment at scale and enable go-to-market strategies.
• Lead teams through significant operational shifts (e.g., moving from subscription to consumption/usage-based models) as a ‘builder’ and ‘fixer,’ demonstrating proven transformation experience.
• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work.
• Operationalise programs that ensure the team can scale to meet customer needs and do more with less over time.
• Contribute to thought leadership and best practices, both internally and externally on customer success and industry transformation.
• Serve as a customer advocate in driving the evolution of Salesforce products and services integral to the customer's success.

Required Background And Experience:

• Executive Leadership: 15+ years of experience in business and technology, with 10+ years of dedicated work experience in Customer Success or a related function, leading a large, high-growth organisation delivering software-based business solutions to enterprise-level clients.
• Customer Success Acumen: Proven experience building and scaling a successful Adoption-chartered Customer Success function, leading teams of Customer Success Managers.
• Operational Excellence: Proven experience running a business with exceptional operational rigor, managing delivery against KPIs, and excelling in a highly matrixed, collaborative environment.
• C-Level Engagement: Exceptional ability to influence and drive effective conversations at the C-level, including facilitating difficult discussions and handling complex objections.
• Education: Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, formal work experience, etc.).

Preferred Qualifications And Skills:

• Leadership & Interpersonal Skills: Excellent leadership, management, and interpersonal skills, including high EQ and the ability to lead with positive influence across diverse teams and regions. Ability to navigate complex customer organisational structures to build strategic relationships with executives and key stakeholders.
• Influence & Program Management: Skilled at program management within large organisations, adept at engaging key stakeholders to effectively drive change across groups. Ability to work independently, deliver on detail, and successfully execute long-term strategy in an evolving, fast-paced environment.
• Strategic & Technical Acumen: Strong consulting skills and proven results working as a Trusted Advisor to drive business value for clients or stakeholders. Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments. Passion for technology, innovation, and an in-depth knowledge of core business processes (Sales, Marketing, Service, Support).

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.

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Posting Statement: Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. 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.