Customer Strategy & Planning Director, Agentforce Operations

🕒 6 days ago

🏄 California, New York, +2 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $164k - $261.5k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

📋 Description

• Lead annual, quarterly, and long-range strategic planning for the Customer Success organization • Translate customer strategy into priorities, investments, resource decisions, and measurable outcomes • Partner with the Chief Customer Officer and Customer Success leadership team on business questions, tradeoffs, and executable plans • Define and scale the Forward Deployed Engineer (FDE) and broader customer value motion • Develop customer segmentation, engagement models, resource deployment, and impact measures • Integrate customer strategy and planning with Sales/GTM motions, pipeline, account priorities, capacity, and revenue objectives • Design and evolve scalable processes, decision frameworks, operating mechanisms, and cross-functional handoffs • Partner across Sales, Product, Engineering, Finance, Data, and Operations to align priorities and resolve dependencies • Identify emerging business and organizational needs, risks, and gaps; develop scalable solutions • Establish metrics connecting customer engagement, adoption, value realization, FDE effectiveness, and business outcomes • Translate insights into recommendations for leadership • Operationalize predictive analytics, generative AI tools, and intelligent resource-matching models across Customer Success • Automate workflows, predict churn and customer health metrics, and optimize FDE allocations • Report to the Head of Operations and partner with the Chief Customer Officer and Customer Success leadership team

🎯 Requirements

• 10+ years of experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, management consulting, or a related strategic operating role • Salesforce experience required, with a strong understanding of Salesforce's business, organizational structure, and cross-functional operating environment • Experience operating within large, complex, highly matrixed organizations and influencing across functions and leadership teams without direct authority • Deep understanding of enterprise Sales and GTM motions, including customer segmentation, pipeline, account planning, forecasting, and pre- to post-sales engagement • Significant experience leading strategic planning for a complex business or function, including prioritization, investment, and resource decisions • Ability to translate strategy into clear priorities, operating plans, and measurable outcomes • Experience designing and scaling business processes, operating models, or new organizational capabilities • Strong strategic and systems thinking; ability to bring structure to ambiguous, complex business problems • Ability to partner with and influence senior executives across Sales, Customer Success, Product, Engineering, and other functions • Strong business and commercial acumen with excellent executive communication skills • Experience with Customer Success, professional services, solution engineering, FDE, or other high-touch customer engagement models preferred • Experience leveraging enterprise AI/ML solutions, generative AI tools, or predictive analytics to optimize customer success operations or business strategy

🏖️ Benefits

• 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 may be available • Equity may be available • Reasonable accommodation during the application or recruiting process