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Job Information, Inc VP, Digital Success Experience in Boston, Massachusetts

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Job Category

Customer Success Group

Job Details

The Global Success organization is dedicated to helping our customers realize value from their investment with Salesforce, working in concert with our partners across the Customer Success Group (CSG) and Salesforce. The VP of Digital Success Experience is a senior leadership role focused on one of the most strategic initiatives for the Global Success organization. This role leads ideation and delivery of digital-first transformational success experiences for Salesforce customers as well as internal Success teams, across a diverse set of channels and digital properties. These experiences drive successful product on-boarding and adoption, accelerate our customers’ time to value and scale our reach.

The ideal candidate has a track record of envisioning and growing innovative content-based digital experiences; is customer success obsessed - actively partnering with internal and external customers to understand their stated and unstated objectives; is highly strategic and laser-focused on shaping pragmatic solutions that drive tangible impact for the customers; and is highly collaborative, quick to build trust with stakeholders and peers, and able to align with relevant initiatives across the Salesforce ecosystem.


  • Cultivate a high performing team of digital business architects and experience designers

  • Establish a shared vision and strategy for an omnichannel digital customer success experience

  • Align on vision with Success Field teams, Marketing, Support, Product, IT and Operations

  • Lead the team through ideation, roadmap creation, and launch of innovative digital success experiences

  • Optimize digital experiences to drive retention, and accelerate adoption and customer value

  • Define and analyze metrics that measure the success of digital experiences in meeting the above objectives

  • Oversee delivery of digital solutions and experiences together with our technology partners

  • Partner with data teams for controlled experimentation, advanced analysis

  • Drive decision-making and collaboration with key partner teams

  • Continuously optimize and grow the engagement of internal and external customers with digital success channels

  • Be vigilant about elevating the customer experience, and making it easy for our customers

  • Integrate primary research and market analysis into designing impactful digital experiences


  • 15+ years of experience in product management/digital transformation/digital experience or similar roles

  • Exceptional interpersonal, communications, and presentation skills with the ability to foster honest dialog

  • Experience engaging, influencing, and communicating with senior executives

  • Results-oriented with a history of overseeing multiple complex projects simultaneously

  • Demonstrated success in building trust and working effectively with cross-functional teams

  • Data-driven, and demonstrated leadership in using data and AI to drive relevant digital experiences

  • Team management experience - both direct and matrixed

  • Experience in Content-based digital experiences and digital marketing/adoption marketing

  • Understanding of SaaS-based business models

  • Deeply understand the customer lifecycle and role of the Customer Success function

  • Strong history of partnership with technical teams to deliver impactful digital experiences

  • Experience envisioning and delivering on B2C digital experiences is a plus

  • Salesforce technology experience - Sales Cloud, Marketing Cloud, Experience Cloud - is preferred


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