Transformation & Strategic Programs, Senior Manager; Customer Success

Position: Transformation & Strategic Programs, Senior Manager (Customer Success)
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 Program & Project Management 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.

About the role

The Senior Program Manager plays a meaningful role leading both large-scale, cross-functional initiatives as well as new product launches within our Customer Success organization. PMs are responsible for programs from beginning to end, ensuring cross team collaboration, flawless execution and effective communication. They work closely with executives, strategy leaders, technology partners and many more to drive critical programs and activities across the company.

PMs do this by understanding the business strategy, the customer experience necessary to realize the strategy, and the impact of the technology and process changes to our people. Responsibilities Drives the strategic development of large scale, cross organizational programs

Understands and contributes to the overarching business strategy; bridges the gap between cross functional teams to realize the program vision

Builds cross functional relationships and proactively drives alignment across a diverse set of stakeholder groups

Partners with Experience teams to influence technology and process building that align to Customer Success strategies

Collaborate with Product Architects, Support Engineers and Success Managers to design Delivery models that best suit the customer experience

Ability to adapt communication style and content to necessary audiences ranging from executive leadership to cross functional working groups

Develops program approach and leads the charge to successful delivery

Drives program plan and all related launch activities tied to the Product, Offer and/or Experience launch through our formal stage gate process

Partner with Business Technology and other shared services teams to appropriately staff, prioritize and capacity plan across all programs through the use of agile methodologies

Lead weekly and/or daily team calls to drive program alignment as well as monthly Steerco calls to gain executive buy-in Successfully bridges the gap between strategy, capacity, content, technology, engineering, support delivery & global enablement

Anticipates problems, identifies mitigation plans and escalates gaps with leaders

Fosters cross team collaboration and, as needed, leads the team through fearless decision making

Develops and governs PMO best practices across the organization

Define, implement and continuously improve the program launch process to increase efficiency, reduce risk and improve quality Serve as product owner to sprint planning processes for shared services teams

Train and enable cross functional teams on program management disciplines Skills & Requirements
10+ years of Program Management and/or Product Launch experience in a highly matrixed environment

Outstanding organizational, communication (verbal/presentation/written), and interpersonal skills

Strong understanding of Salesforce products, in how they connect to offer a comprehensive solution to our prospects and customers

Proven…