Director of Customer Strategy & AI-Driven Planning

salesforce.com, inc.; Austin (TX); On-site; USD 164,000 - 262,000; Full time

Job summary

Salesforce is seeking a Customer Strategy & Planning Director to join Agentforce Operations (Regrello) and lead strategic planning for our customer organization.

Reporting to the Head of Operations, this leader partners with the Chief Customer Officer to translate strategy into priorities, plans, investments, and measurable outcomes, driving AI-enabled workflows and scalable processes across a complex organization.

Qualifications

• 10+ years of experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, management consulting, or related role.
• Experience with Salesforce and cross-functional operating environments.
• Strong ability to translate strategy into priorities and executable plans.
• Proven capacity to operate in complex, matrixed organizations.

Responsibilities

• Lead annual, quarterly, and long-range planning for the Customer Success organization with measurable outcomes.
• Partner with the Chief Customer Officer and leadership to frame questions and translate decisions into plans.
• Shape and scale the Customer Value & FDE motion, including segmentation and engagement models.
• Ensure customer strategy is connected to Sales/GTM with pipeline and revenue objectives.
• Design scalable operating models and cross-functional handoffs for scale.
• Drive alignment across Sales, Product, Engineering, Finance, Data, and Operations.
• Anticipate needs, surface risks, and develop scalable solutions.
• Partner with Data & Product to establish metrics and translate insights into leadership recommendations.
• Champion AI capabilities across customer success to automate workflows and predict health.

Job description

Salesforce is seeking a Customer Strategy & Planning Director to join Agentforce Operations (Regrello) and lead strategic planning for our customer organization.

Reporting to the Head of Operations, this leader partners with the Chief Customer Officer to translate strategy into priorities, plans, investments, and measurable outcomes, driving AI-enabled workflows and scalable processes across a complex organization.