Program & Project Management Director

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Job Category

Program & Project Management

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.

Job title: Program & Project Management Director (Individual Contributor)

About the Role

Salesforce is seeking a highly driven Director of Customer Success Strategy to serve as a trusted strategic advisor and key partner to the SVP of Customer Success, Agentforce and Data 360 and their organization. This role is critical to driving organizational priorities from strategy to execution, boosting operational excellence through V2MOM governance, and effectively crafting the organization's strategic narrative.

Reporting directly to the SVP of Customer Success, Agentforce and Data 360, you will utilize research tools and collaborate with cross-functional teams to develop and refine our Customer Success strategy. This role requires a strategic thinker with excellent communication skills, executive presence, strong business acumen, and a deep passion for customer outcomes.

Your Impact — Responsibilities

Governance

• 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.

Strategic Initiatives and Projects

• 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.

Communications

• 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.

Strategy Development and Refinement

• 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.

Minimum Qualifications

• Bachelor's degree in Business Administration, Strategy, Communications, or a related field preferred; MBA or advanced degree a plus. Equivalent relevant experience will be considered in lieu of a degree — experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

• 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.

 

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.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.

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.