Customer Strategy & Planning Director, Agentforce Operations

Salesforce
San Francisco, New York, Atlanta, Seattle, Austin
Workplace: RemoteFull timeUSD 164,000 - 261,500 annuallyFunction: Strategy & Corporate DevelopmentExperience: 10+ yearsSkills: ["Strategic and systems thinking","Executive communication","Cross-functional influencing","Decision-making","Operating model design"]

Lead strategic planning and operating strategy for the customer organization within Agentforce Operations. You’ll partner with the Chief Customer Officer and Customer Success leadership to translate customer strategy into priorities, investments, resource decisions, and measurable outcomes. Own planning processes, shape and scale the Forward Deployed Engineer (FDE) motion and customer value, and integrate customer strategy with Sales/GTM. Drive AI-driven workflow automation and predictive operations to improve customer health, churn/health metrics, and value realization at scale.

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FursaFursa
Salesforce
Salesforce
1 day ago

Customer Strategy & Planning Director, Agentforce Operations

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Job Summary

Lead strategic planning and operating strategy for the customer organization within Agentforce Operations. You’ll partner with the Chief Customer Officer and Customer Success leadership to translate customer strategy into priorities, investments, resource decisions, and measurable outcomes. Own planning processes, shape and scale the Forward Deployed Engineer (FDE) motion and customer value, and integrate customer strategy with Sales/GTM. Drive AI-driven workflow automation and predictive operations to improve customer health, churn/health metrics, and value realization at scale.
Location: San Francisco, New York, Atlanta, Seattle, Austin
Workplace: Remote
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Director level

Key Responsibilities

  • •Own annual, quarterly, and long-range planning for the Customer Success organization, translating strategy into priorities, investments, resource decisions, and measurable outcomes.
  • •Partner with the Chief Customer Officer and Customer Success leadership to frame business questions, evaluate tradeoffs, and translate decisions into executable plans.
  • •Define and scale the FDE and broader customer value motion, including segmentation, engagement models, resource deployment, and measures of customer and business impact.
  • •Integrate customer strategy and planning with the Sales motion across pipeline, account priorities, capacity, segmentation, and revenue objectives.
  • •Champion AI-driven capabilities to automate workflows, predict churn/health metrics, and optimize FDE allocations across the Customer Success ecosystem.

Pay and Benefits

Salary: USD 164,000 - 261,500 annually
Perks:Health InsuranceDentalVisionPaid Parental401kLife InsuranceDisability Insurance

Key Requirements

  • •10+ years of experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, management consulting, or related strategic operating roles.
  • •Salesforce experience with a strong understanding of Salesforce’s business, organizational structure, and cross-functional operating environment.
  • •Demonstrated success operating in large, complex, highly matrixed organizations, influencing leaders 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/function, including prioritization, investment and resource decisions.
Experience:10+ years
Skills:Strategic and systems thinkingExecutive communicationCross-functional influencingDecision-makingOperating model design
Tech Stack:Salesforce

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
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Glassdoor: 4.1
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