Salesforce · 3 days ago
SVP, Marketing Cloud, Customer Success
New York, NY
Full-time
Hybrid
Director/Executive
$349K/yr - $440K/yr
15+ years expSalesforce is the #1 AI CRM, committed to driving customer success through innovation and technology. The Senior Vice President, Marketing Cloud, will lead initiatives to ensure customers achieve their business objectives through exceptional support and proactive engagement, while also fostering collaboration between product and engineering teams.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
Responsibilities
Lead Customer Support Operations: Deliver world-class service for Marketing Cloud; guide teams through an agentic transformation in modern customer support; champion AI-powered efficiency and productivity tools; and serve as the executive escalation point for high-severity issues, personally engaging with customer executives to drive resolution
Drive Proactive Adoption: Lead proactive engagement models to increase product consumption and accelerate customer value realization across both products, while defining scalable strategies to expand coverage and engagement throughout the customer lifecycle
Scale Customer Onboarding: Lead onboarding programs to ensure successful implementation and activation of Marketing Cloud, driving faster time-to-value and first-value milestones
Strengthen Technical Health: Lead technical architect resources to proactively engage customers, improve technical health, prevent escalations, and remediate risks through scalable programs
Deliver Success Plan Entitlements: Ensure high-quality delivery of Success Plan offerings across all customers by defining success metrics, monitoring performance, and continuously increasing customer value
Champion the Customer Voice: Act as the primary conduit between customers and Product & Engineering leadership, ensuring customer feedback directly influences product quality, roadmap priorities, and innovation through scalable feedback mechanisms
Develop High-Performing Teams: Grow and lead a collaborative, outcome-driven Customer Success organization grounded in customer empathy, technical excellence, high productivity, and strong morale
Drive Accountability for Results: Define and own KPIs across support, adoption, onboarding, technical health, and Success Plans, aligning execution to business priorities and delivering measurable improvements in customer satisfaction, retention, and expansion
Qualification
Required
Experience: Equivalent of 15+ years in Customer Success, technical support, product management, or similar experience, with at least 5+ years in a senior leadership role leading Customer Success teams at scale
Customer Success & People Leadership: Proven ability to inspire, lead, and grow large, global Customer Success organizations. A respected people leader with a track record of hiring, developing, and retaining top talent through talent acquisition, onboarding, and retention programs
Technical Acumen: Strong understanding of AI, automation, support technologies, and Customer Success platforms. Must have experience owning strategy for technical support, adoption programs, and customer health initiatives
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
Operational Excellence: Expert in support automation and Customer Success operations. Deep expertise in metrics-driven management, process optimization, and driving efficiency at scale
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.)
Preferred
Salesforce Experience: Preferred or demonstrated experience working with other Marketing solutions
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Marc Benioff
Chair & CEO
Recent News
The Motley Fool
2026-01-17
Company data provided by crunchbase