Senior Director, CSG Strategy and Analytics

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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.

Salesforce is looking for an exceptional, highly strategic, and results-oriented Senior Director to lead a key Customer Success Business Performance function. This role will partner with the most senior leaders (SVP/EVP-level) across the Salesforce Customer Success organization to define and execute multi-year strategic initiatives that shape the long-term growth and success of Salesforce’s business.

The Salesforce Senior Director, Business Performance role will lead a multi-tiered organization of high-performing individuals, including both Individual Contributors and People Leaders (PLs). This leader will serve as a key architect, partnering with C-suite and executive cross-functional partners within Salesforce to drive enterprise-wide impact and transformation across Success. This candidate will serve as a trusted strategic advisor to key post-sales executives within Salesforce.  This role will sit in the Customer Success COO organization, reporting directly to the VP of Programs, Experience and Technology.

The ideal candidate has an exceptional track record of building and leading high-performing teams, and possesses strategic and analytical thinking combined with executive leadership skills to drive large-scale, organizational change. This candidate will demonstrate rapid learning and an impressive history of driving measurable business results. Most importantly, the candidate will drive, through strong executive relationships and excellent communication, alignment across C-level teams and keep complex, multi-stream projects on track while embodying the Salesforce and Salesforce’s key cultural tenets.

Responsibilities:

• Lead a team of high-performing individuals, including both ICs and People Leaders (PLs), responsible for deep strategy formulation, advanced analytics, and insights generation across the Customer Success Group.

• Partner with cross-functional executive leadership across Customer Success and Salesforce to define and deliver strategic projects that enable the business to execute its highest priority, multi-year initiatives.

• Leverage advanced data and analytical frameworks to conduct in-depth analyses across all areas of the business (e.g. customer segments / regions / product lines) to develop a comprehensive understanding of key value drivers, identifying major improvement areas and opportunities.

• Act as the primary strategic thought partner to various members of the CSG Leadership team, helping to define and solidify the global post-sales strategy across Salesforce.

• Serve as the essential connection across cross-functional teams in region and globally (including Customer Success, Sales, Product, Marketing, Support, and other internal groups, etc.), and facilitate collaboration towards achieving common enterprise-level goals and outcomes.

Basic Qualifications:

• 10+ years of work experience at a top-tier management consulting firm, investment bank, private equity firm, and/or Strategy & Ops leadership role at a technology company.

• BA/BS degree.

Preferred Qualifications:

• Executive experience leading large, cross-functional teams through complex, global change management programs.

• Ability to articulately present, influence, and debate recommendations at the C-suite and Board level.

• Deep experience with enterprise software or SaaS Go-To-Market (GTM) strategy and execution; preferably in a Senior Sales Strategy role.

• Exceptional communication and analytical skills with the ability to distill complex thoughts and multi-phase strategies into simple, actionable, executive-level recommendations.