Customer Strategy & Planning Director, Agentforce Operations

Customer Strategy & Planning Director

The Role

We are seeking a Customer Strategy & Planning Director to join the Operations organization for Agentforce Operations (Regrello) and lead strategic planning and operating strategy for our customer organization.

Reporting to the Head of Operations, this leader will partner closely with the Chief Customer Officer and Customer Success leadership team to translate customer strategy into clear priorities, plans, investments, and measurable outcomes. This person will own key planning processes and help leadership make decisions around priorities, resource allocation, customer engagement, and organizational needs.

A key focus will be shaping and scaling our customer value and Forward Deployed Engineer (FDE) motion and ensuring our customer strategy is tightly connected to Sales and the broader GTM organization. Additionally, this leader will drive the strategy and implementation of AI-driven capabilities to transform customer success workflows, predict customer health, and maximize value realization at scale.

This role requires a strategic operator who deeply understands Salesforce, enterprise Sales and the end-to-end customer lifecycle; thrives in ambiguity; and can build scalable operating models across a complex, highly matrixed organization.

Responsibilities

• Lead Customer Strategic Planning: Own annual, quarterly, and long-range planning for the Customer Success organization, translating strategy into priorities, investments, resource decisions, and measurable outcomes.
• Partner with Customer Leadership: Serve as a strategic Operations partner to the Chief Customer Officer and Customer Success leadership team, helping frame business questions, evaluate tradeoffs, and translate decisions into executable plans.
• Shape the Customer Value & FDE Motion: Help define and scale the FDE and broader customer value motion, including customer segmentation, engagement models, resource deployment, and measures of customer and business impact.
• Connect Customer Strategy to Sales/GTM: Ensure customer strategy and planning are integrated with the Sales motion, including pipeline, account priorities, customer segmentation, capacity, and revenue objectives.
• Build Scalable Operating Models: Design and evolve processes, decision frameworks, operating mechanisms, and cross-functional handoffs that enable the customer organization to operate effectively at scale.
• Drive Cross-Functional Alignment: Partner across Sales, Product, Engineering, Finance, Data, and Operations to align priorities, resolve dependencies, and create an integrated end-to-end customer motion.
• Anticipate & Solve for Scale: Identify emerging business and organizational needs, surface risks and gaps early, and develop scalable solutions rather than one‑time fixes.
• Drive Insights & Decision Support: Partner with Data & Product teams to establish metrics connecting customer engagement, adoption, value realization, FDE effectiveness, and business outcomes, translating insights into clear recommendations for leadership.
• Drive AI Strategy & Predictive Operations: Champion and operationalize AI capabilities—including predictive analytics, generative AI tools, and intelligent resource‑matching models—across the Customer Success ecosystem to automate workflows, predict churn/health metrics, and optimize Forward Deployed Engineer (FDE) allocations.

Qualifications

• 10+ years of experience in Strategy & Operations, Sales/GTM Strategy & Operations, Business Planning, Customer Strategy, management consulting, or a related strategic operating role.
• Salesforce experience required, with a strong understanding of Salesforce's business, organizational structure, and cross‑functional operating environment.
• Demonstrated success operating within large, complex, highly matrixed organizations, including influencing across functions and leadership teams without direct authority.
• Deep understanding of enterprise Sales and GTM motions, including customer segmentation, pipeline, account planning, forecasting, and pre- to post‑sales engagement.
• Significant experience leading strategic planning for a complex business or function, including prioritization, investment and resource decisions.
• Demonstrated ability to translate strategy into clear priorities, operating plans, and measurable outcomes.
• Experience designing and scaling business processes, operating models, or new organizational capabilities.
• Strong strategic and systems thinking with demonstrated ability to bring structure to ambiguous, complex business problems.
• Proven ability to partner with and influence senior executives across Sales, Customer Success, Product, Engineering, and other functions.
• Strong business and commercial acumen with excellent executive communication skills.
• Experience with Customer Success, professional services, solution engineering, FDE, or other high‑touch customer engagement models is preferred.
• Demonstrated experience leveraging enterprise AI/ML solutions, generative AI tools, or predictive analytics to optimize customer success operations or business strategy