SVP, COO – Cloud Success

Salesforce

. Own the strategy and roadmap for tools, processes, and experiences enabling Cloud Success teams .

Posted 10/16/2026full-timeUnited StatesLead💰 $352,000 - $473,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving AI-powered tooling and experience strategies to enhance Cloud Success operations, leveraging analytics and cross-functional leadership to optimize performance and decision-making. Proven ability to build scalable customer success programs and communicate effectively with executive leadership.

Highest-signal resume keywords

Proven COO ExperienceAI And Data TransformationCross-Functional LeadershipExecutive CommunicationCustomer Success Operations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI TechnologiesData AnalyticsPerformance MetricsOperating MechanismsStrategic PlanningProcess AutomationKPI DevelopmentCustomer Success ProgramsOrganizational DesignDecision-Making Frameworks

Soft Skills

StorytellingExecutive PresencePublic SpeakingWritten CommunicationLeadership

Tools & Technologies

DashboardsMCP-Enabled Secure AccessPerformance InsightsCustomer Feedback ToolsNet Promoter Score

Industry Keywords

Cloud SuccessCustomer SuccessEnterprise TransformationGlobal OrganizationsMatrixed Environments

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the strategy and roadmap for tools, processes, and experiences enabling Cloud Success teams
Define and drive AI-powered tooling and experience strategy across Support Engineers, Success Architects, Guides, Onboarding, Critical Incident Center, and Instructors
Automate work, improve decision-making, increase frontline productivity, simplify processes, and eliminate friction
Map customer human and digital touchpoints from onboarding through ongoing success
Identify process and technology gaps and enable seamless AI-to-human experiences
Use Net Promoter Score, customer feedback, frontline feedback, and industry research to improve experiences
Provide Cloud Success leadership with dashboards, actionable insights, performance metrics, and executive reporting
Own analytics, dashboards, operating mechanisms, communications, and measurement frameworks
Establish MCP-enabled secure access to Cloud Success data
Partner with Finance, Data, Product, Sales, and other organizations on performance and opportunity insights
Build the operating system for Cloud Success leadership to execute strategy and scale
Own strategic planning, operating cadences, executive reviews, leadership communications, and cross-functional coordination
Serve as a strategic partner and executive delegate to the EVP of Cloud Success
Lead organizational planning for headcount, capacity, talent, career paths, and organizational design
Drive leadership off-sites and enterprise planning processes
Build Cloud Success communication strategy, branding, narratives, and executive-ready communications
Equip leaders and teams to advocate for Cloud Success’s business impact

Requirements

What you’ll need

Proven COO experience within Sales or customer success leading strategy, operating models, planning, and execution across complex, global organizations
Experience driving enterprise transformation using AI, technology, and data
Strong cross-functional leadership across Product, Sales, Finance, and other functions in highly matrixed environments
Executive partnership, decision-making, storytelling, and measurable outcomes
Experience building teams, capabilities, operating mechanisms, and organizational structures
Preferred or demonstrated experience working with data and AI technologies
Deep understanding of AI, automation, support processes, and evolving technology landscapes
Experience building scalable Customer Success operations and programs
Exceptional written and oral communication, executive presence, storytelling, and public speaking abilities
Ability to translate complex cross-functional data into strategic recommendations using analytics frameworks, dashboards, and KPIs
Degree or equivalent relevant experience required
Experience evaluated based on Values & Behaviors, including extracurricular leadership, military, volunteer, or work experience

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation, where applicable
Equity, where applicable
AI agents to accelerate impact
Reasonable accommodations during the application or recruiting process