Program & Project Management Director
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Job Description
Director of Customer Success Strategy at Salesforce focusing on customer outcomes and operational excellence. Driving initiatives across Agentforce and Data 360 with strategic governance and communications.
Responsibilities:
- Lead the creation, implementation, and governance of the V2MOM strategic planning framework across the Customer Success organization.
- Ensure alignment of V2MOM with Customer Success business objectives and drive adoption across the Agentforce and Data 360 portfolio.
- Monitor progress and provide regular updates to senior leadership on V2MOM initiatives and key results.
- Drive Customer Success organizational initiatives and strategic projects to successful outcomes, ensuring alignment with business objectives.
- Collaborate with cross-functional senior executive leaders to align on initiatives and foster cohesive execution.
- Act as a liaison across Customer Success, Product, Sales, and Partner teams to ensure alignment and coordination across key stakeholders.
- Own the preparation of materials for key meetings, including quarterly business reviews (QBRs), executive briefings, and all-hands meetings.
- Support and manage the execution of regular and ad hoc senior executive presentations and reporting on behalf of the SVP.
- Craft the overall strategy narrative using effective storytelling techniques, ensuring a clear and compelling vision for Customer Success at Salesforce.
- Work closely with executive leadership to tailor messaging for internal and external presentations, effectively communicating the Customer Success strategy to all stakeholders.
- Support the development and drive the overall strategic direction of the Customer Success business across Agentforce and Data 360, ensuring alignment with organizational vision and goals.
- Stay informed about Customer Success best practices, industry trends, AI-driven customer engagement, and innovation opportunities to provide strategic guidance to internal teams.
- Champion the Customer Success vision and strategy with cross-functional partners, encouraging alignment and shared understanding.
Requirements:
- Bachelor's degree in Business Administration, Strategy, Communications, or a related field preferred; MBA or advanced degree a plus.
- 10+ years of experience in strategy, management consulting, Customer Success, or related roles, preferably within the Salesforce ecosystem.
- Strong understanding of Customer Success, customer lifecycle management, retention and expansion strategy, and industry trends; Salesforce certifications are a plus.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all organizational levels.
- Proven track record of developing and implementing initiatives that drive customer value, adoption, and business growth.
- Strong business acumen with the ability to analyze market trends and competitive landscape to inform strategic decisions.
- Ability to thrive in a fast-paced environment, prioritize tasks, and deliver high-quality results within timelines.
- Self-motivated, proactive, and results-driven with a focus on continuous improvement and innovation.
- Agile and resilient in managing change in dynamic environments.
Benefits:
- time off programs
- medical
- dental
- vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
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