Job Description

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Job Category

Operations

Job Details

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.

Customer Strategy & Planning Director

The Role

We are seeking a Customer Strategy & Planning Director to join the Operations organization for Agentforce Operations (Regrello) and lead strategic planning and operating strategy for our customer organization.

Reporting to the Head of Operations, this leader will partner closely with the Chief Customer Officer and Customer Success leadership team to translate customer strategy into clear priorities, plans, investments, and measurable outcomes. This person will own key planning processes and help leadership make decisions around priorities, resource allocation, customer engagement, and organizational needs.

A key focus will be shaping and scaling our customer value and Forward Deployed Engineer (FDE) motion and ensuring our customer strategy is tightly connected to Sales and the broader GTM organization. Additionally, this leader will drive the strategy and implementation of AI-driven capabilities to transform customer success workflows, predict customer health, and maximize value realization at scale.

This role requires a strategic operator who deeply understands Salesforce, enterprise Sales and the end-to-end customer lifecycle; thrives in ambiguity; and can build scalable operating models across a complex, highly matrixed organization.

Responsibilities

• Lead Customer Strategic Planning: Own annual, quarterly, and long-range planning for the Customer Success organization, translating strategy into priorities, investments, resource decisions, and measurable outcomes.
• Partner with Customer Leadership: Serve as a strategic Operations partner to the Chief Customer Officer and Customer Success leadership team, helping frame business questions, evaluate tradeoffs, and translate decisions into executable plans.
• Shape the Customer Value & FDE Motion: Help define and scale the FDE and broader customer value motion, including customer segmentation, engagement models, resource deployment, and measures of customer and business impact.
• Connect Customer Strategy to Sales/GTM: Ensure customer strategy and planning are integrated with the Sales motion, including pipeline, account priorities, customer segmentation, capacity, and revenue objectives.
• Build Scalable Operating Models: Design and evolve processes, decision frameworks, operating mechanisms, and cross-functional handoffs that enable the customer organization to operate effectively at scale.
• Drive Cross-Functional Alignment: Partner across Sales, Product, Engineering, Finance, Data, and Operations to align priorities, resolve dependencies, and create an integrated end-to-end customer motion.
• Anticipate & Solve for Scale: Identify emerging business and organizational needs, surface risks and gaps early, and develop scalable solutions rather than one-time fixes.
• Drive Insights & Decision Support: Partner with Data & Product teams to establish metrics connecting customer engagement, adoption, value realization, FDE effectiveness, and business outcomes, translating insights into clear recommendations for leadership.
• Drive AI Strategy & Predictive Operations: Champion and operationalize AI capabilities—including predictive analytics, generative AI tools, and intelligent resource-matching models—across the Customer Success ecosystem to automate workflows, predict churn/health metrics, and optimize Forward Deployed Engineer (FDE) allocations.

Qualifications

• 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.
• Demonstrated success operating within large, complex, highly matrixed organizations, including 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.
• Demonstrated 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 with demonstrated ability to bring structure to ambiguous, complex business problems.
• Proven 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 is preferred.
• Demonstrated experience leveraging enterprise AI/ML solutions, generative AI tools, or predictive analytics to optimize customer success operations or business strategy

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

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.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $164,000 - $261,500 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $196,800 - $285,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.