Global Readiness Director for AI SaaS Enablement

Salesforce; New York (NY); On-site; USD 191,100 - 320,600; Full time

Job summary

Salesforce is seeking a Senior Director of Global Readiness to lead the product feedback loop and field enablement across Agentforce and Data 360. This leader will ensure global teams are equipped to deliver exceptional customer experiences and that customer signals inform product roadmaps.

You will guide a high-performing team to reduce support cases, accelerate adoption, and shorten time to value, partnering with Product, Engineering, and Customer Success for a scalable readiness program.

Qualifications

• 10+ years of experience in Customer Success, Technical Enablement, Product Operations, or a related field, with at least 4 years leading global teams.

Responsibilities

• Own the end-to-end product readiness strategy for Agentforce and Data 360, ensuring every new feature and release is accompanied by a complete enablement plan for customer-facing teams
• Build and maintain a structured product feedback loop that captures field and customer signals and routes them to Product and Engineering to inform roadmap prioritization
• Partner closely with Product, PMM, and Engineering to influence feature development based on support trends, customer adoption gaps, and field insights
• Drive collaboration with Alliances to ensure partner ecosystems are equally enabled on new capabilities
• Ensure Support, Customer Success Guides, and Architects are fully enabled to action customer requests across all new Agentforce and Data 360 features and functionality ahead of each release
• Develop scalable, repeatable enablement programs that minimize reactive support demand and maximize proactive customer guidance
• Partner with Cloud Success and PMM to align global readiness content with go-to-market motions and customer-facing messaging
• Drive measurable reduction in case volume and investigation rates through product and engineering partnerships
• Track and improve Agentforce on Help performance as a key indicator of self-service effectiveness and field readiness
• Build dashboards and operating cadences to monitor readiness coverage, case deflection trends, and adoption metrics across the portfolio
• Serve as an escalation point for critical readiness gaps that impact customer experience or support volume
• Build, develop, and retain a high-performing, globally distributed team of readiness leaders and ICs
• Foster a culture of accountability, continuous learning, and cross-functional collaboration
• Represent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendations

Skills

Customer Success

Product Operations

Technical Enablement

Global Leadership

Job description

Salesforce is seeking a Senior Director of Global Readiness to lead the product feedback loop and field enablement across Agentforce and Data 360. This leader will ensure global teams are equipped to deliver exceptional customer experiences and that customer signals inform product roadmaps.

You will guide a high-performing team to reduce support cases, accelerate adoption, and shorten time to value, partnering with Product, Engineering, and Customer Success for a scalable readiness program.