Senior Director, Global Supportability – Readiness

Salesforce

Senior Director leading product feedback loop and field enablement strategy for Salesforce's AI platforms. Driving customer experience and team collaboration across global divisions.

Posted 7/30/2026full-timeRemote • California, New York • 🇺🇸 United StatesSenior💰 $191,100 - $320,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and executing product readiness strategies, with a strong focus on customer success and technical enablement in SaaS or cloud environments. Proven ability to leverage data-driven insights to influence cross-functional teams and improve operational performance metrics.

Highest-signal resume keywords

Product Readiness StrategyCustomer SuccessTechnical EnablementData-Driven LeadershipCross-Functional Influence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product OperationsSaaS EnvironmentAI UnderstandingData Platform KnowledgeCRM Ecosystem ExperienceOperational KPI TrackingCase Volume ReductionAdoption Metrics AnalysisSelf-Service Performance MonitoringEnablement Program Development

Soft Skills

Executive CommunicationCross-Functional CollaborationChange Management

Tools & Technologies

AgentforceData 360Data Cloud

Industry Keywords

Product Feedback LoopCustomer Adoption GapsProactive Customer GuidanceHigh-Growth Product Environments

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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
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
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
Represent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendations.

Requirements

What you’ll need

10+ years of experience in Customer Success, Technical Enablement, Product Operations, or a related field, with at least 4 years leading global teams
Demonstrated success building product-to-field readiness programs at scale, ideally in a SaaS or cloud environment
Strong understanding of AI, data platform, or CRM product ecosystems, experience with Agentforce, Data Cloud, or comparable platforms highly preferred
Exceptional cross-functional influencer and proven ability to align Product, Engineering, and Customer Success around a shared readiness agenda
Data-driven leader with experience tracking operational KPIs such as case rates, investigation rates, adoption metrics, and self-service performance
Excellent executive communication skills; able to synthesize complexity into clear, actionable narratives for senior stakeholders
Experience leading through change in fast-moving, high-growth product 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