Human Centered Change Director

salesforce.com, inc.; North Carolina; On-site; USD 171,000 - 274,000; Full time

Job summary

Salesforce.com, inc. is seeking a senior Customer Success Consultant to lead human-centered change engagements and build executive sponsorship for transformations. You will shape go-to-market strategy, mentor managers, and translate change plans into measurable outcomes.

Experience with AI-native delivery, Design Thinking, and working with technical teams is essential. Travel up to 50% and on-site collaboration with customers are expected requirements.

Qualifications

• 8+ years in customer-facing consulting leading large transformation engagements.
• Proven experience growing and mentoring managers, not just individual contributors.
• Deep expertise in change management methodologies and multi-stakeholder programs.
• Track record building trusted relationships with senior executives and translating strategy into outcomes.
• Experience applying AI-native delivery in consulting and embedding AI-driven ways of working.
• Proficient with AI tools (e.g., Claude Code) and coaching others on responsible AI delivery.
• Willingness to travel up to 50% and to work on-site with customers.

Responsibilities

• Own the strategic direction and quality bar for a portfolio of Human-Centered Change engagements.
• Build executive relationships with sponsors, driving alignment for transformation programs.
• Shape go-to-market strategy, including proposal development and SOW structuring for large engagements.
• Lead practice development, mentor managers, define repeatable methodologies, and represent the practice.
• Guide customers through vision and change strategy, enabling adoption and training.
• Incorporate Design Thinking when engaging with technical audiences.

Skills

Consulting leadership

People management

Change management

Executive sponsorship

AI delivery

Claude Code

Travel 50%

Design Thinking

Tools

Claude Code

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

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.

Key Responsibilities

• Own the strategic direction and quality bar for a portfolio of Human-Centered Change engagements, acting as the senior escalation point for account and project leadership.

• Build and sustain executive-level relationships with customer sponsors, driving alignment and sponsorship for transformation programs at the C-suite level.

• Shape HCC go-to-market strategy - leading complex proposal development, deal shaping, and SOW (Statement of Work) structuring for large or high-risk engagements.

• Lead practice development: mentor and develop Managers and Senior Managers, define repeatable methodologies, and represent HCC as a thought leader internally and with customers.

• Experienced in guiding customers through larger vision and change strategy as well as the details of enablement and training for successful adoption.

• You can weave Design Thinking methodology into your work, and understand how to work effectively with technical audiences.

Preferred Qualifications & Skills

You're Our Person If...

• You have 8+ years of experience in customer-facing consulting roles, including leading and growing a practice or portfolio of large-scale transformation engagements.

• You have proven experience managing and developing people managers, not just individual contributors.

• You bring deep expertise in change management methodologies such as Salesforce's Levers model and the Prosci ADKAR framework, and can adapt them to complex, multi-stakeholder programs.

• You have a track record of building trusted relationships with senior executives and translating change strategy into business outcomes.

• You have proven expertise applying AI-native delivery methodology to consulting engagements, embedding AI-driven ways of working into how teams plan, execute, and deliver change.

• You use AI tools such as Claude Code in your everyday work, and can model and coach others on practical, responsible AI-augmented delivery.

• A willingness to travel when required (up to 50% of the time) and an understanding of the value of working on site with our customers.

Even Better If...

• You hold a Prosci Certification and Salesforce Admin Certification, or Salesforce Strategy Designer or Agentforce Specialist Certification.

• You have experience across industries such as Automotive, Manufacturing, Retail, Consumer Goods, or Energy.

• You have experience shaping and negotiating SOWs and managing subcontractor/SI partner relationships at scale.

• You have working knowledge of AI capabilities and how to apply them responsibly in a consulting context.

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.

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, 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 $171,200 - $273,800 annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.