Sr. Director, SMB Strategy and Programs

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Operations

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.

Salesforce's worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based results. Our motto for our customers is "Your Success is our Success".

Salesforce is looking for a Senior Director of Strategy & Operations to help lead high-impact, cross-functional strategic initiatives across the Customer Success organization. This role will shape our future-state Customer Success initiatives focused on our Small & Medium Business (SMB) segment. The leader will drive accountability against our most critical bets and serve as a strategic advisor to our executive leadership.

Your work will help evolve how Salesforce shows up for customers in an AI-first world.

• Own and drive a portfolio of high-impact strategy projects related to the SMB Customer Success business. Translate open-ended questions into structured approaches, develop strategic points of view, conduct quantitative and qualitative analysis and drive alignment on recommendations through compelling deliverables and stakeholder engagement.
• Develop and present clear, insightful and executive-ready presentations and written documents that articulate strategic direction, analytical findings, market research and progress against strategic initiatives.
• Shape and articulate the future state of the SMB Customer Success business within Salesforce. Offer an informed, forward-looking perspective on industry trends, competitive dynamics and innovation opportunities across the Customer Success ecosystem.
• Conduct deep-dive business analysis to uncover insights, evaluate tradeoffs and inform strategic decisions. Translate data into meaningful narratives that drive action across the organization.
• Create and lead programs that drive Adoption and lower Attrition.
• Translate long-term strategic objectives into actionable priorities, investment decisions and operating plans. Partner with senior leaders to define and operationalize initiatives that drive customer outcomes and business growth.
• Collaborate closely with Sales and Field organizations, Digital Customer Success, Offer Management, Product, and more to ensure cross-functional alignment and enable decision-making.

• 10+ in management consulting, corporate strategy, corporate planning or business transformation at a high-growth technology company.
• Deep understanding of Customer Success operating models, professional services, digital engagement or SaaS GTM strategies.
• Proven ability to lead complex, cross-functional strategic initiatives that deliver measurable impact.
• Exceptional analytical and structured problem-solving skills; highly fluent in frameworks, operating models and financial drivers.
• Outstanding written and verbal communication skills, including executive-level presentation development.
• High comfort with ambiguity and change; ability to influence without authority and drive alignment across matrixed teams.

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.…