Customer Strategy & Planning Director, Agentforce Operations
Core
Lead strategic planning and operating strategy for the Customer Success organization, translating strategy into priorities, investments, and measurable outcomes while scaling AI-driven capabilities.
Role type
Senior IC Customer Strategy & Planning Director
Builds
Scalable operating models, customer value motions, and AI-driven predictive operations for the Customer Success ecosystem
Domain
SaaS / Enterprise CRM / AI / Customer Success
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Strategic planning, resource allocation, cross-functional influence, enterprise sales/GTM knowledge, systems thinking, AI/ML operationalization, process design, executive communication
Preferred skills
Customer Success management, Forward Deployed Engineer (FDE) experience, generative AI tools, predictive analytics
Technologies
Generative AI tools, predictive analytics models, AI-driven resource-matching systems
Responsibilities
Own annual, quarterly, and long-range planning for Customer Success; Partner with Chief Customer Officer to frame business questions and translate decisions into executable plans; Define and scale the FDE and customer value motion; Integrate customer strategy with Sales/GTM pipeline and revenue objectives; Design scalable operating models and cross-functional handoffs; Drive insights by establishing metrics for engagement, adoption, and value realization; Champion AI capabilities to automate workflows and predict churn/health metrics
Seniority
Senior, hands-on IC with strategic leadership
