Program & Project Management Director

Salesforce

Director of Customer Success Strategy at Salesforce focusing on customer outcomes and operational excellence. Driving initiatives across Agentforce and Data 360 with strategic governance and communications.

Posted 6/24/2026full-timeRemote • New Jersey, New York • 🇺🇸 United StatesLead💰 $164,000 - $261,500 per yearWebsite

About the role

Key responsibilities & impact

Lead the creation, implementation, and governance of the V2MOM strategic planning framework across the Customer Success organization.
Ensure alignment of V2MOM with Customer Success business objectives and drive adoption across the Agentforce and Data 360 portfolio.
Monitor progress and provide regular updates to senior leadership on V2MOM initiatives and key results.
Drive Customer Success organizational initiatives and strategic projects to successful outcomes, ensuring alignment with business objectives.
Collaborate with cross-functional senior executive leaders to align on initiatives and foster cohesive execution.
Act as a liaison across Customer Success, Product, Sales, and Partner teams to ensure alignment and coordination across key stakeholders.
Own the preparation of materials for key meetings, including quarterly business reviews (QBRs), executive briefings, and all-hands meetings.
Support and manage the execution of regular and ad hoc senior executive presentations and reporting on behalf of the SVP.
Craft the overall strategy narrative using effective storytelling techniques, ensuring a clear and compelling vision for Customer Success at Salesforce.
Work closely with executive leadership to tailor messaging for internal and external presentations, effectively communicating the Customer Success strategy to all stakeholders.
Support the development and drive the overall strategic direction of the Customer Success business across Agentforce and Data 360, ensuring alignment with organizational vision and goals.
Stay informed about Customer Success best practices, industry trends, AI-driven customer engagement, and innovation opportunities to provide strategic guidance to internal teams.
Champion the Customer Success vision and strategy with cross-functional partners, encouraging alignment and shared understanding.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Strategy, Communications, or a related field preferred; MBA or advanced degree a plus.
10+ years of experience in strategy, management consulting, Customer Success, or related roles, preferably within the Salesforce ecosystem.
Strong understanding of Customer Success, customer lifecycle management, retention and expansion strategy, and industry trends; Salesforce certifications are a plus.
Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all organizational levels.
Proven track record of developing and implementing initiatives that drive customer value, adoption, and business growth.
Strong business acumen with the ability to analyze market trends and competitive landscape to inform strategic decisions.
Ability to thrive in a fast-paced environment, prioritize tasks, and deliver high-quality results within timelines.
Self-motivated, proactive, and results-driven with a focus on continuous improvement and innovation.
Agile and resilient in managing change in dynamic environments.

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

strategic planningcustomer lifecycle managementretention strategyexpansion strategydata analysisinitiative developmentbusiness growth strategiesstorytelling techniquespresentation skillsproject management

Soft Skills

communication skillsinterpersonal skillsinfluencing skillscollaborationself-motivationproactivityresults-drivenadaptabilityorganizational skillscontinuous improvement

Certifications

Salesforce certificationsMBABachelor's degree in Business AdministrationBachelor's degree in StrategyBachelor's degree in Communications