Customer Strategy & Planning Director, Agentforce Operations

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Oversee the strategic planning process for the Customer Success organization on an annual, quarterly, and long-term basis.

• Convert customer strategy into actionable priorities, investments, resource decisions, and measurable results.

• Collaborate with the Chief Customer Officer and the Customer Success leadership team to address business inquiries, trade-offs, and implementable plans.

• Define and expand the Forward Deployed Engineer (FDE) and the overall customer value initiatives.

• Create customer segmentation, engagement models, resource allocation strategies, and impact assessments.

• Align customer strategy and planning with Sales/GTM activities, pipeline management, account priorities, capacity planning, and revenue goals.

• Design and refine scalable processes, decision frameworks, operational mechanisms, and cross-functional transitions.

• Collaborate with teams across Sales, Product, Engineering, Finance, Data, and Operations to synchronize priorities and address dependencies.

• Recognize emerging business and organizational needs, risks, and gaps; develop scalable solutions accordingly.

• Establish metrics that connect customer engagement, adoption, value realization, FDE effectiveness, and overall business outcomes.

• Convert insights into actionable recommendations for leadership.

• Implement predictive analytics, generative AI tools, and intelligent resource-matching models throughout Customer Success.

• Automate workflows, forecast churn and customer health metrics, and enhance FDE resource allocations.

• Report directly to the Head of Operations while collaborating with the Chief Customer Officer and Customer Success leadership team.

⛳️ Requirements

• A minimum of 10 years’ experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, management consulting, or a similar strategic operating role.

• Proficiency in Salesforce is essential, along with a solid understanding of its business model, organizational structure, and cross-functional operational landscape.

• Experience working within large, intricate, and highly matrixed organizations, influencing various functions and leadership teams without direct authority.

• In-depth knowledge of enterprise Sales and GTM strategies, including customer segmentation, pipeline management, account planning, forecasting, and engagement throughout the sales process.

• Proven track record in leading strategic planning for complex businesses or functions, encompassing prioritization, investment, and resource decisions.

• Capable of translating strategy into clear priorities, operational plans, and measurable outcomes.

• Experience in designing and scaling business processes, operational models, or new organizational capabilities.

• Strong strategic and systems thinking skills; adept at structuring ambiguous and complex business challenges.

• Ability to collaborate and influence senior executives across Sales, Customer Success, Product, Engineering, and other departments.

• Strong business acumen with excellent communication skills for executive audiences.

• Experience in Customer Success, professional services, solution engineering, FDE, or similar high-touch customer engagement models is preferred.

• Familiarity with leveraging enterprise AI/ML solutions, generative AI tools, or predictive analytics to enhance customer success operations or business strategy.

🏝️ Benefits

• 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