Salesforce
Sr. Director, SMB Strategy and Programs
Salesforce is looking for a Senior Director of Strategy & Operations to help lead high-impact, cross‑functional strategic initiatives across the Customer Success organization. This role will shape our future‑state Customer Success initiatives focused on our Small & Medium Business (SMB) segment and serve as a strategic advisor to our executive leadership. Your work will help evolve how Salesforce shows up for customers in an AI‑first world.
Job Details Job Category: Operations
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.
Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. How that works: Salesforce believes in equality for all and actively creates an inclusive workplace. Applicants and employees are assessed on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, age, disability, veteran or marital status, political viewpoint, or any protected classification under law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination and all other employment practices. Recruitment, hiring, and promotion decisions are fair and based on merit. Pay and benefits are based on location, job level, knowledge, skills and experience. Some roles may be eligible for incentive compensation, equity, and benefits. More details on company benefits can be found at https://www.salesforcebenefits.com. Salesforce complies with the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring. For New York‑based roles, the base salary hiring range is $196,800 to $327,600. For California‑based roles, the range is $196,800 to $327,600. For Illinois‑based roles, the range is $179,000 to $300,200.
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Job Details Job Category: Operations
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.
Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. How that works: Salesforce believes in equality for all and actively creates an inclusive workplace. Applicants and employees are assessed on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, transgender status, age, disability, veteran or marital status, political viewpoint, or any protected classification under law. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination and all other employment practices. Recruitment, hiring, and promotion decisions are fair and based on merit. Pay and benefits are based on location, job level, knowledge, skills and experience. Some roles may be eligible for incentive compensation, equity, and benefits. More details on company benefits can be found at https://www.salesforcebenefits.com. Salesforce complies with the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring. For New York‑based roles, the base salary hiring range is $196,800 to $327,600. For California‑based roles, the range is $196,800 to $327,600. For Illinois‑based roles, the range is $179,000 to $300,200.
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