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Job Category

Employee Success

Job Details

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.

Talent Lead Director, Customer Success Group (CSG)

Role Overview

The Talent Lead Director for the Customer Success Group (CSG) serves as a principal strategic partner to the Employee Success (ES) Business Partner Leaders and their teams supporting the Global Customer Success organizations (Customer Success + Professional Services). This role is responsible for architecting and driving the long-range talent strategy for CSG by consulting on business-specific needs, talent priorities, and desired outcomes.

As a critical conduit between the CSG business and the Talent Growth & Development Center of Excellence, the Talent Lead scales enterprise-wide initiatives while designing and helping to implement bespoke solutions that drive business value. You will straddle big-picture strategy and large-scale operational effectiveness to ensure our global CSG leadership teams are equipped for the future.

Reporting Line: Directly to the VP, Employee Success Business Partner CSG - Professional Services, with dotted line reporting into the VP, ESBP for Customer Success, and close alignment to the Head of Talent Growth & Development.

Primary Responsibilities

Strategic Talent Partnership

• Business Alignment: Use deep and broad business understanding of the Customer Success landscape to provide strategic guidance on long-term talent priorities and organizational health.

• Executive Strategy: Partner with ESBPs to drive and facilitate executive-level talent strategies, including critical role succession planning, talent movement, and organizational design.

• Capability Gap Analysis: Proactively identify organizational capability gaps within CSG and make data-driven recommendations to leadership to mitigate talent risks.

Innovation & Scaling

• COE Collaboration: Represent the CSG perspective with COE partners to innovate, design, and test talent management programs (promotions, talent reviews, etc.) before global rollout.

• Implementation Excellence: Lead the BU-specific plan to scale talent programs consistently. This includes managing change strategy, communication plans, and enablement for senior leaders.

• Global Integration: Connect with Talent Leads and COE partners globally to ensure feedback loops are effective and that CSG talent initiatives are aligned with the broader Salesforce ecosystem.

Insights & Influence

• Data-Driven Narrative: Analyze talent data and Workday insights to identify "blocks" in the talent pipeline, proposing solutions and communicating a sound narrative to senior stakeholders.

• Subject Matter Expertise: Serve as the resident expert on high-performance culture, performance consulting, and leadership development for the CSG ES teams.

• Cross-Functional Networking: Build a robust network across Recruiting, Equality, People Analytics, and Total Rewards to ensure CSG’s voice is represented in all company-wide talent priorities.

Required Qualifications

• Experience: Extensive experience (typically 10+ years) in Talent Management, Organizational Development, or as an HR Business Partner within large, fast-paced, global organizations.

• Transformational Leadership: A proven track record of building deep relationships and providing strategic guidance in a complex, matrixed industry.

• Change Mastery: Expert-level change management skills at the individual, team, and organizational levels.

• Execution & Pivot: The ability to flex between high-leve