Senior Director, Customer Strategy & Planning

Salesforce, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 164,000 - 262,000; Full time

Job summary

Salesforce, Inc. is seeking a Customer Strategy & Planning Director to lead annual, quarterly, and long-range planning for the Customer Success organization, partnering with the Chief Customer Officer to translate strategy into priorities and investments.

You will shape the Customer Value and FDE motion, connect strategy to Sales/GTM, and design scalable operating models across a matrixed organization while driving AI-enabled capabilities to predict health and maximize value.

Qualifications

• 10+ years of experience in Strategy & Operations or related strategic operating role.
• Deep understanding of enterprise Sales and GTM motions.
• Experience with Salesforce and cross-functional leadership without direct authority.
• Experience shaping planning for complex, matrixed organizations.
• Ability to translate strategy into clear priorities and measurable outcomes.
• Experience leveraging enterprise AI/ML solutions or predictive analytics is preferred.

Responsibilities

• Lead annual, quarterly, and long-range planning for the Customer Success organization.
• Partner with Chief Customer Officer and leadership to translate decisions into executable plans.
• Define and scale the Customer Value & FDE motion, including segmentation and engagement models.
• Connect customer strategy to Sales/GTM, including pipeline and revenue objectives.
• Design scalable operating models and cross-functional handoffs for scale.
• Drive cross-functional alignment across Sales, Product, Engineering, Finance, Data, and Operations.
• Identify risks and gaps early and develop scalable solutions.
• Establish metrics with Data & Product to link engagement, adoption, health, and outcomes.
• Champion AI capabilities to automate workflows and optimize FDE allocations.

Skills

Strategy & Operations

Sales GTM Strategy

Business Planning

Customer Strategy

Executive communication

Influence without authority

Tools

Salesforce

Job description

Salesforce, Inc. is seeking a Customer Strategy & Planning Director to lead annual, quarterly, and long-range planning for the Customer Success organization, partnering with the Chief Customer Officer to translate strategy into priorities and investments.

You will shape the Customer Value and FDE motion, connect strategy to Sales/GTM, and design scalable operating models across a matrixed organization while driving AI-enabled capabilities to predict health and maximize value.