Senior Director, Global Supportability, Readiness

🔥 2 minutes ago

🏄 California, New Jersey – Remote

🏄 California – Remote 🏖️ New Jersey – Remote

💵 $191.1k - $320.6k / year

⏰ Full Time

🟠 Senior

👔 Director

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

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

• Own the end-to-end product readiness strategy for Agentforce and Data 360, ensuring every new feature and release is accompanied by a complete enablement plan for customer-facing teams • Build and maintain a structured product feedback loop that captures field and customer signals and routes them to Product and Engineering to inform roadmap prioritization • Partner closely with Product, PMM, and Engineering to influence feature development based on support trends, customer adoption gaps, and field insights • Ensure Support, Customer Success Guides, and Architects are fully enabled to action customer requests across all new Agentforce and Data 360 features and functionality ahead of each release • Develop scalable, repeatable enablement programs that minimize reactive support demand and maximize proactive customer guidance • Drive measurable reduction in case volume and investigation rates through product and engineering partnerships • Track and improve Agentforce on Help performance as a key indicator of self-service effectiveness and field readiness • Build dashboards and operating cadences to monitor readiness coverage, case deflection trends, and adoption metrics across the portfolio • Represent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendations.

🎯 Requirements

• 10+ years of experience in Customer Success, Technical Enablement, Product Operations, or a related field, with at least 4 years leading global teams • Demonstrated success building product-to-field readiness programs at scale, ideally in a SaaS or cloud environment • Strong understanding of AI, data platform, or CRM product ecosystems, experience with Agentforce, Data Cloud, or comparable platforms highly preferred • Exceptional cross-functional influencer and proven ability to align Product, Engineering, and Customer Success around a shared readiness agenda • Data-driven leader with experience tracking operational KPIs such as case rates, investigation rates, adoption metrics, and self-service performance • Excellent executive communication skills; able to synthesize complexity into clear, actionable narratives for senior stakeholders • Experience leading through change in fast-moving, high-growth product environments.

🏖️ Benefits

• time off programs • medical • dental • vision • mental health support • paid parental leave • life and disability insurance • 401(k) • employee stock purchasing program