Engagement Director - Strategic Transformation & Customer Success Leader

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Job Category

Customer 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.

Applications will be accepted until 05/31/2026.

The Slack Practice Engagement Director is a senior strategic leader responsible for helping enterprise customers achieve measurable business transformation and long-term success through Salesforce solutions. Acting as a trusted executive advisor, this role bridges strategy, sales, delivery, and customer success to shape, position, and lead complex, high-impact engagements across a portfolio of strategic accounts.
Partnering closely with Services Sales, Account Executives, Solution Architects, and Delivery leaders, the Engagement Director owns both pre-sales and post-sales engagement strategy - from solution visioning and proposal development to executive stakeholder alignment and successful delivery execution.
This role is ideal for a consultative leader who thrives in executive-facing environments, excels at navigating complex enterprise transformations, and is passionate about driving customer outcomes at scale.

Your Impact

Strategic Client Leadership

• Serve as a trusted advisor to executive stakeholders, guiding enterprise customers through large-scale digital transformation initiatives.

• Develop and communicate compelling transformation strategies that align Salesforce capabilities to customer business objectives and measurable outcomes.

• Build long-term executive relationships that foster customer trust, adoption, and advocacy.

• Lead strategic conversations around enterprise transformation, implementation methodology, roadmap planning, and organizational change.

Pre-Sales & Solution Strategy

• Partner with Account and Services Sales teams to lead Slack pre-sales engagement activities including:

  • Opportunity qualification

  • Strategic solutioning

  • Scope definition

  • Statement of Work (SOW) development

  • Delivery planning and staffing strategy

• Collaborate with Solution Architects, SMEs, and Delivery leaders to shape scalable, high-value implementation proposals.

• Influence customer decision-making by clearly articulating business value, implementation strategy, and transformation outcomes.

• Act as the executive delivery expert throughout the sales cycle, ensuring proposals are both commercially viable and operationally executable.

Delivery Oversight & Customer Success

• Provide executive oversight across complex engagements to ensure alignment between customer expectations, delivery execution, and business outcomes.

• Act as the senior escalation point for both customers and internal delivery teams.

• Proactively identify and mitigate delivery risks, stakeholder misalignment, and at-risk account situations.

• Ensure customer engagements conclude with high levels of satisfaction, measurable value realization, and strong referenceability.

• Maintain oversight across multiple strategic enterprise accounts simultaneously.

Leadership & Organizational Impact

• Mentor and guide delivery teams, project leaders, and cross-functional stakeholders in enterprise engagement best practices.

• Contribute to the evolution of internal methodologies, governance models, and standardized engagement frameworks.

• Build strong internal partnerships across Sales, Professional Services, Customer Success, Product, and Executive Leadership.

• Drive strategic objectives related to utilization, bookings influence, customer outcomes, and delivery excellence.

What Success Looks Like

Successful Engagement Directors:

• Build executive trust quickly and sustain long-term customer partnerships.

• Shape transformational programs that deliver measurable business value.

• Influence large-scale enterprise decisions through strategic advisory leadership.

• Navigate complexity with confidence while aligning diverse stakeholders.

• Lead high-visibility engagements with accountability, credibility, and operational excellence.

• Elevate customer satisfaction while driving profitable services growth.

Required Experience & Qualifications

• 8+ years of experience delivering enterprise consulting or professional services engagements.

• Proven success leading complex digital transformation initiatives in enterprise environments.

• Strong experience operating within pre-sales and solutioning environments, including scoping and shaping large implementation programs.

• 4+ years of enterprise-level program or project leadership experience.

• Demonstrated ability to influence executive stakeholders and facilitate strategic discussions.

• Exceptional communication, presentation, and stakeholder management skills.

• Strong analytical thinking, problem-solving, and risk management capabilities.

• Experience collaborating with technical architects and subject matter experts to develop scalable customer solutions.

• Bachelor's degree required; MBA or advanced business/technology degree preferred.

Preferred Leadership Traits

• Executive presence with the ability to confidently engage C-suite stakeholders.

• Strategic thinker with strong commercial and operational acumen.

• Collaborative leader who excels in highly matrixed organizations.

• Calm and decisive under pressure, especially during escalations or complex delivery situations.

• Customer-first mindset with a passion for driving transformational outcomes.

• Ability to balance strategic vision with tactical execution.

Why This Role Matters

The Engagement Director is instrumental in ensuring customers realize the full value of their Salesforce investment. By aligning business strategy, technology execution, and customer success, this role directly contributes to long-term customer growth, strategic account expansion, and enterprise transformation success.
This is more than a delivery leadership role - it is an opportunity to influence enterprise transformation at the highest level while building trusted partnerships that create lasting business impact.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate 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. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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 the following link: to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $171,200 - $273,000 annually There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $205,800 - $298,400 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.