Senior Director, Global Supportability and Readiness

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

• Own the end-to-end product readiness strategy for Agentforce and Data 360, ensuring every new feature and release is accompanied by a complete enablement plan for customer-facing teams
• Build and maintain a structured product feedback loop that captures field and customer signals and routes them to Product and Engineering to inform roadmap prioritization
• Partner closely with Product, PMM, and Engineering to influence feature development based on support trends, customer adoption gaps, and field insights
• Drive collaboration with Alliances to ensure partner ecosystems are equally enabled on new capabilities

• Ensure Support, Customer Success Guides, and Architects are fully enabled to action customer requests across all new Agentforce and Data 360 features and functionality ahead of each release
• Develop scalable, repeatable enablement programs that minimize reactive support demand and maximize proactive customer guidance
• Partner with Cloud Success and PMM to align global readiness content with go-to-market motions and customer-facing messaging

• Drive measurable reduction in case volume and investigation rates through product and engineering partnerships
• Track and improve Agentforce on Help performance as a key indicator of self-service effectiveness and field readiness
• Build dashboards and operating cadences to monitor readiness coverage, case deflection trends, and adoption metrics across the portfolio
• Serve as an escalation point for critical readiness gaps that impact customer experience or support volume

• Build, develop, and retain a high-performing, globally distributed team of readiness leaders and ICs
• Foster a culture of accountability, continuous learning, and cross-functional collaboration
• Represent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendations

• 10+ years of experience in Customer Success, Technical Enablement, Product Operations, or a related field, with at least 4 years leading global teams
• Demonstrated success building product-to-field readiness programs at scale, ideally in a SaaS or cloud environment
• Strong understanding of AI, data platform, or CRM product ecosystems, experience with Agentforce, Data Cloud, or comparable platforms highly preferred
• Exceptional cross-functional influencer and proven ability to align Product, Engineering, and Customer Success around a shared readiness agenda
• Data-driven leader with experience tracking operational KPIs such as case rates, investigation rates, adoption metrics, and self-service performance
• Excellent executive communication skills; able to synthesize complexity into clear, actionable narratives for senior stakeholders
• Experience leading through change in fast-moving, high-growth product environments