Program & Project Management Director

Role Overview

• 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

• 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

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