Salesforce
Sr. Director, SMB Strategy and Programs
role at
Salesforce
Join to apply for the
Sr. Director, SMB Strategy and Programs
role at
Salesforce
About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The company focuses on ambition, action, trust, and innovation—creating a way of life for its people and customers. Salesforce is leading workforce transformation in the agentic era, and the future of AI is shaped here.
About Customer Success Group at Salesforce The worldwide Customer Success team is a global network of Salesforce employees and partners. Their mission is to ensure customer success, building relationships, learning about businesses, and delivering value‑based results. Their motto is "Your Success is our Success".
About the Position Salesforce seeks a Senior Director of Strategy & Operations to lead high‑impact cross‑functional strategic initiatives across the Customer Success organization, especially within the Small & Medium Business (SMB) segment. You will shape future‑state SMB initiatives, drive accountability on critical bets, and serve as a strategic advisor to executive leadership.
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, offering 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 other stakeholders 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.
Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you in finding balance, being your best, and accelerating your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the 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. We believe in equality for all and strive to create an inclusive workplace free from discrimination. The same standards apply to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and everything else in the employment process. In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well, including time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at
https://www.salesforcebenefits.com . Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider qualified applicants with arrest and conviction records. For New York‑based roles, the base salary hiring range for this position is $196,800 to $327,600. For California‑based roles, the base salary hiring range for this position is $196,800 to $327,600. For Illinois‑based roles, the base salary hiring range for this position is $179,000 to $300,200.
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Project Management and Information Technology
Software Development, IT Services and IT Consulting, and Technology, Information and Internet
Referral Bonus Referrals increase your chances of interviewing at Salesforce by 2x.
#J-18808-Ljbffr
role at
Salesforce
Join to apply for the
Sr. Director, SMB Strategy and Programs
role at
Salesforce
About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The company focuses on ambition, action, trust, and innovation—creating a way of life for its people and customers. Salesforce is leading workforce transformation in the agentic era, and the future of AI is shaped here.
About Customer Success Group at Salesforce The worldwide Customer Success team is a global network of Salesforce employees and partners. Their mission is to ensure customer success, building relationships, learning about businesses, and delivering value‑based results. Their motto is "Your Success is our Success".
About the Position Salesforce seeks a Senior Director of Strategy & Operations to lead high‑impact cross‑functional strategic initiatives across the Customer Success organization, especially within the Small & Medium Business (SMB) segment. You will shape future‑state SMB initiatives, drive accountability on critical bets, and serve as a strategic advisor to executive leadership.
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, offering 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 other stakeholders 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.
Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you in finding balance, being your best, and accelerating your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the 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. We believe in equality for all and strive to create an inclusive workplace free from discrimination. The same standards apply to recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, termination, and everything else in the employment process. In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well, including time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at
https://www.salesforcebenefits.com . Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider qualified applicants with arrest and conviction records. For New York‑based roles, the base salary hiring range for this position is $196,800 to $327,600. For California‑based roles, the base salary hiring range for this position is $196,800 to $327,600. For Illinois‑based roles, the base salary hiring range for this position is $179,000 to $300,200.
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Project Management and Information Technology
Software Development, IT Services and IT Consulting, and Technology, Information and Internet
Referral Bonus Referrals increase your chances of interviewing at Salesforce by 2x.
#J-18808-Ljbffr