Director, Customer Strategy & Planning — AI-Driven Ops

Salesforce; New York (NY); On-site; USD 197,000 - 285,000; Full time

Job summary

Salesforce seeks a Customer Strategy & Planning Director to lead strategic planning for the Customer Success organization within Agentforce Operations. You will align sales, product, engineering, and data teams to scale AI-driven customer value and FDE motions, shaping priorities and investments for measurable outcomes.

You will partner with senior leaders to translate strategy into actionable plans, drive scalable operating models, and ensure cross-functional execution across a complex,

Qualifications

• 10+ years in Strategy & Operations or related strategic operating role.
• Salesforce experience with understanding of Salesforce's business, org structure, and cross-functional environment.
• Experience in large, complex, matrixed organizations with influence across functions.
• Deep understanding of enterprise Sales and GTM motions, including segmentation, pipeline, account planning, forecasting, and pre- to post-sales engagement.
• Significant experience leading strategic planning for a complex business or function, including prioritization, investments 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 capabilities.
• Strong strategic and systems thinking with ability to bring structure to ambiguity.
• Proven ability to partner with and influence senior executives across Sales, Customer Success, Product, Engineering.
• Experience leveraging enterprise AI/ML solutions or predictive analytics to optimize operations.

Responsibilities

• Lead annual, quarterly, and long-range planning for the Customer Success organization, translating strategy into priorities, investments, resource decisions, and measurable outcomes.
• Serve as a strategic Operations partner to the Chief Customer Officer and Customer Success leadership team, helping frame business questions and translate decisions into executable plans.
• Define and scale the FDE and broader customer value motion, including segmentation, engagement models, and measures of impact.
• Ensure customer strategy is integrated with Sales/GTM, including pipeline, account priorities, segmentation, capacity, and revenue objectives.
• Design and evolve scalable operating models, processes, decision frameworks, and cross-functional handoffs.
• Partner across Sales, Product, Engineering, Finance, Data to align priorities and resolve dependencies.
• Identify and solve for scale by surfacing risks and developing scalable solutions.
• Collaborate with Data & Product to establish metrics and translate insights into leadership recommendations.
• Drive AI strategy and predictive operations across Customer Success to automate workflows and optimize allocations.

Skills

Salesforce experience

Strategy & Ops

Executive influence

GTM knowledge

AI/ML concepts

Cross-functional leadership

Job description

Salesforce seeks a Customer Strategy & Planning Director to lead strategic planning for the Customer Success organization within Agentforce Operations. You will align sales, product, engineering, and data teams to scale AI-driven customer value and FDE motions, shaping priorities and investments for measurable outcomes.

You will partner with senior leaders to translate strategy into actionable plans, drive scalable operating models, and ensure cross-functional execution across a complex,