Customer Strategy & Planning Director, Agentforce Operations

Salesforce

. Lead annual, quarterly, and long-range strategic planning for the Customer Success organization .

Posted 9/24/2026full-timeRemote • United StatesLead💰 $164,000 - $261,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Strategy & Operations, with a strong focus on Customer Success and Sales/GTM strategy. Capable of translating complex business strategies into actionable plans, leveraging predictive analytics and generative AI tools to optimize customer engagement and operational effectiveness.

Highest-signal resume keywords

Salesforce ExperienceStrategic PlanningCustomer Success OperationsPredictive AnalyticsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Strategy & OperationsBusiness PlanningCustomer StrategyCustomer SegmentationPipeline ManagementAccount PlanningForecastingProcess DesignResource AllocationInvestment Prioritization

Soft Skills

Executive CommunicationStrategic ThinkingInfluencing Without AuthorityProblem SolvingCommercial Acumen

Tools & Technologies

Generative AI ToolsPredictive Analytics ToolsSalesforce

Industry Keywords

Customer Engagement ModelsHigh-Touch Customer EngagementComplex OrganizationsMatrixed OrganizationsOperational Mechanisms

About the role

Key responsibilities & impact

Lead annual, quarterly, and long-range strategic planning for the Customer Success organization
Translate customer strategy into priorities, investments, resource decisions, and measurable outcomes
Partner with the Chief Customer Officer and Customer Success leadership team on business questions, tradeoffs, and executable plans
Define and scale the Forward Deployed Engineer (FDE) and broader customer value motion
Develop customer segmentation, engagement models, resource deployment, and impact measures
Integrate customer strategy and planning with Sales/GTM motions, pipeline, account priorities, capacity, and revenue objectives
Design and evolve scalable processes, decision frameworks, operating mechanisms, and cross-functional handoffs
Partner across Sales, Product, Engineering, Finance, Data, and Operations to align priorities and resolve dependencies
Identify emerging business and organizational needs, risks, and gaps; develop scalable solutions
Establish metrics connecting customer engagement, adoption, value realization, FDE effectiveness, and business outcomes
Translate insights into recommendations for leadership
Operationalize predictive analytics, generative AI tools, and intelligent resource-matching models across Customer Success
Automate workflows, predict churn and customer health metrics, and optimize FDE allocations
Report to the Head of Operations and partner with the Chief Customer Officer and Customer Success leadership team

Requirements

What you’ll need

10+ years of experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, management consulting, or a related strategic operating role
Salesforce experience required, with a strong understanding of Salesforce's business, organizational structure, and cross-functional operating environment
Experience operating within large, complex, highly matrixed organizations and influencing across functions and leadership teams without direct authority
Deep understanding of enterprise Sales and GTM motions, including customer segmentation, pipeline, account planning, forecasting, and pre- to post-sales engagement
Significant experience leading strategic planning for a complex business or function, including prioritization, investment, and resource decisions
Ability to translate strategy into clear priorities, operating plans, and measurable outcomes
Experience designing and scaling business processes, operating models, or new organizational capabilities
Strong strategic and systems thinking; ability to bring structure to ambiguous, complex business problems
Ability to partner with and influence senior executives across Sales, Customer Success, Product, Engineering, and other functions
Strong business and commercial acumen with excellent executive communication skills
Experience with Customer Success, professional services, solution engineering, FDE, or other high-touch customer engagement models preferred
Experience leveraging enterprise AI/ML solutions, generative AI tools, or predictive analytics to optimize customer success operations or business strategy

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation may be available
Equity may be available
Reasonable accommodation during the application or recruiting process