Director of Customer Strategy & AI-Driven Planning

salesforce.com, inc.; San Francisco (CA); On-site; USD 196,000 - 285,000; Full time

Job summary

Salesforce is seeking a Customer Strategy & Planning Director to lead strategic planning for the Customer Success organization within Agentforce Operations (Regrello). You will translate strategy into priorities, investments, and measurable outcomes, partnering with the Chief Customer Officer and leadership to drive scalable operating models.

This role focuses on shaping the FDE motion, connecting customer strategy to Sales and GTM, and driving AI-enabled capabilities to optimize customer health

Qualifications

• 10+ years in strategy & operations or related roles.
• Salesforce experience with understanding of org and cross-functional environment.
• Experience in large, matrixed organizations and influencing without authority.
• Deep understanding of enterprise sales and GTM motions.
• Experience leading strategic planning for complex businesses.
• Ability to translate strategy into priorities and measurable outcomes.
• Experience with customer success, professional services, FDE, or high-touch models preferred.
• Experience leveraging enterprise AI/ML and predictive analytics.

Responsibilities

• Lead annual, quarterly, and long-range planning for the Customer Success org.
• Partner with the Chief Customer Officer and leadership to translate decisions into executable plans.
• Shape the Customer Value and FDE motion, including segmentation and engagement models.
• Align customer strategy with Sales/GTM, pipeline, priorities, and revenue objectives.
• Build scalable operating models with cross-functional handoffs and governance.
• Drive cross-functional alignment across Sales, Product, Engineering, Finance, Data, and Operations.
• Anticipate needs and design scalable solutions for growth and complexity.
• Partner with Data & Product to establish metrics linking engagement to outcomes.
• Drive AI strategy and predictive operations across the customer success ecosystem.

Skills

Strategy & Ops

GTM Strategy

Enterprise Sales

Executive Stakeholders

Forecasting

Job description

Salesforce is seeking a Customer Strategy & Planning Director to lead strategic planning for the Customer Success organization within Agentforce Operations (Regrello). You will translate strategy into priorities, investments, and measurable outcomes, partnering with the Chief Customer Officer and leadership to drive scalable operating models.

This role focuses on shaping the FDE motion, connecting customer strategy to Sales and GTM, and driving AI-enabled capabilities to optimize customer health