Salesforce
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Sr. Director, SMB Strategy and Programs
role at
Salesforce .
We are looking for a Senior Director of Strategy & Operations to lead high‑impact cross‑functional strategic initiatives across the Customer Success organization, with a focus on the Small & Medium Business (SMB) segment.
Key Responsibilities
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 trade‑offs 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.
Qualifications & Experience
10+ years 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.
Equal Opportunity Employer Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We evaluate employees and potential employees on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other aspects of employment.
In the United States, compensation for this position is determined by factors such as location, job level, job‑related knowledge, skills, and experience. Salary ranges are: $196,800 – $327,600 for New York‑based roles, $196,800 – $327,600 for California‑based roles, and $179,000 – $300,200 for Illinois‑based roles.
Accommodations If you require assistance due to a disability when applying for open positions, please submit a request via the Accommodations Request Form.
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Sr. Director, SMB Strategy and Programs
role at
Salesforce .
We are looking for a Senior Director of Strategy & Operations to lead high‑impact cross‑functional strategic initiatives across the Customer Success organization, with a focus on the Small & Medium Business (SMB) segment.
Key Responsibilities
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 trade‑offs 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.
Qualifications & Experience
10+ years 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.
Equal Opportunity Employer Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We evaluate employees and potential employees on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other aspects of employment.
In the United States, compensation for this position is determined by factors such as location, job level, job‑related knowledge, skills, and experience. Salary ranges are: $196,800 – $327,600 for New York‑based roles, $196,800 – $327,600 for California‑based roles, and $179,000 – $300,200 for Illinois‑based roles.
Accommodations If you require assistance due to a disability when applying for open positions, please submit a request via the Accommodations Request Form.
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