VP, Software Engineering - Customer Success

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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. 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.

Job Details

We are seeking a VP of Software Engineering in our Digital Enterprise Technology (DET) organization that is driving Salesforce's transformation to the Agentic Enterprise. This executive leadership position will directly support our worldwide Customer Success organization whose primary mission is to drive Customer Health, Product Adoption and Consumption that leads to increased Salesforce Loyalty and reduced attrition.

The VP will lead technical strategy and execution of the product roadmap for our Customer facing products, systems & services. This includes the Salesforce Help Portal (help.salesforce.com), Customer Success Agentforce Agents, Trailhead Learning and Certification (THA) technologies, Support Console, Incident Management Console, Success and Escalations Management. The leader will define end to end architecture, build scalable technology solutions using the latest Salesforce products, lead high performing global engineering teams, partner closely with senior executives to deliver durable, secure, and reliable systems that unlock new AIpowered customer experiences. You'll combine deep handson architectural rigor with executivelevel influence to ship outcomes at enterprise scale.

As a leader at Salesforce, you will embody our core values of Trust, Customer Success, Innovation, and Equality, fostering an environment of innovation as "Customer Zero" for our own Salesforce products as our teams deliver groundbreaking solutions.

Key Responsibilities:

• Provide Technical Solutions: for Business requirements as Customer Zero leveraging the latest in Salesforce products & technologies

• Drive strategic alignment: Partner with EVP's, SVP's, VP's and business leaders to translate complex needs into actionable technical roadmaps and multirelease plans

• Drive the Agentic Transformation: Integrate AI components and agentic patterns into systems & platforms safely and measurably, including retrieval, evaluation, and humanintheloop safeguards

• Deliver on the Technology Roadmap: partner with Sr. Business Leaders to execute on an outcome based roadmap, facilitate capacity/demand planning to ensure timely delivery for business critical and seasonal events, take short term and long term corrective action for operational incidents

• Manage Stakeholder Expectations: deliver crisp communication through decision memos, tradeoff proposals, proactive delivery updates, and executive readouts. Lead with data and evidence.

• Innovate Throughout Delivery: experiment with, assess, and demonstrate new products, features and technologies to meet business needs, drive productivity and efficiency by re-assessing the SDLC through AI native development, champion new AI/ML capabilities for service management and operational support

• Set Vision & Goals: for a global Engineering team based on Business strategic priorities, DET goals, and operational imperatives

• Build and Mentor Teams: Build, mentor, and uplevel talent, cultivating clarity, craftsmanship, and accountability

• Champion observability and resilience: Drive rigorous observability, SLOs, and incident learning to improve MTTR and resilience

• Drive Operational Excellence: Raise the bar on readiness through runbooks, testing, IT service management and continuous improvement

Requirements:

• 15+ years of progressive engineering management experience, including 5+ years leading senior engineering leaders at scale

• Build, mentor, and inspire a world-class team of engineering managers and developer advocates. Foster a culture of innovation, inclusion, and continuous learning while growing future engineers

• Deep understanding of the software development lifecycle, CI/CD, and modern AI and cloud-native engineering practices

• Strong executive presence with the ability to influence and align senior stakeholders across a complex, matrixed organization

• Experience driving large-scale transformations that significantly improved engineer productivity, velocity, and satisfaction

• Exceptional communication skills, equally comfortable presenting strategy to senior executive leaders and discussing technical tradeoffs with engineers.

• AI literate with hands on ability to go from product requirement to prototype.

Success in this role looks like:

• Strong and trusted technology advisor for our Business leaders and teams

• A clear technology roadmap that delivers on business requirements and transformation at scale

• Drives AI Agents and Trust initiatives that leverages AI/GenAI to multiply effectiveness in the SDLC and Business outcomes

• Enable a broad cultural shift where engineers leverage AI native coding techniques to increase velocity and improve product quality

• Significant reduction in developer friction across onboarding, testing, deploying, and operating code

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. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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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. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. 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. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.