Senior Director, Global Supportability and Readiness

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer SuccessJob DetailsAbout SalesforceSalesforce 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.About the RoleSalesforce is looking for a strategic, results-driven Senior Director of Global Readiness to lead the product feedback loop and field enablement strategy across our Agentforce and Data 360 portfolios. This is a high-impact leadership role at the intersection of Product, Engineering, and Customer Success responsible for ensuring our global teams are always equipped to deliver an exceptional customer experience, and that customer signals flow back into the product to drive continuous improvement.You will lead a high-performing team of managers and individual contributors to reduce support case and investigation rates, accelerate customer adoption, and shorten time to value.What You'll DoProduct Readiness & Feedback LoopOwn 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 teamsBuild and maintain a structured product feedback loop that captures field and customer signals and routes them to Product and Engineering to inform roadmap prioritizationPartner closely with Product, PMM, and Engineering to influence feature development based on support trends, customer adoption gaps, and field insightsDrive collaboration with Alliances to ensure partner ecosystems are equally enabled on new capabilitiesTeam EnablementEnsure 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 releaseDevelop scalable, repeatable enablement programs that minimize reactive support demand and maximize proactive customer guidancePartner with Cloud Success and PMM to align global readiness content with go-to-market motions and customer-facing messagingOperational ExcellenceDrive measurable reduction in case volume and investigation rates through product and engineering partnershipsTrack and improve Agentforce on Help performance as a key indicator of self-service effectiveness and field readinessBuild dashboards and operating cadences to monitor readiness coverage, case deflection trends, and adoption metrics across the portfolioServe as an escalation point for critical readiness gaps that impact customer experience or support volumeLeadershipBuild, develop, and retain a high-performing, globally distributed team of readiness leaders and ICsFoster a culture of accountability, continuous learning, and cross-functional collaborationRepresent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendationsWhat We're Looking For:10+ years of experience in Customer Success, Technical Enablement, Product Operations, or a related field, with at least 4 years leading global teamsDemonstrated success building product-to-field readiness programs at scale, ideally in a SaaS or cloud environmentStrong understanding of AI, data platform, or CRM product ecosystems, experience with Agentforce, Data Cloud, or comparable platforms highly preferredExceptional cross-functional influencer and proven ability to align Product, Engineering, and Customer Success around a shared readiness agendaData-driven leader with experience tracking operational KPIs such as case rates, investigation rates, adoption metrics, and self-service performanceExcellent executive communication skills; able to synthesize complexity into clear, actionable narratives for senior stakeholdersExperience leading through change in fast-moving, high-growth product environmentsWhy This Role MattersReadiness is the bridge between what we build and what our customers experience. This leader will directly shape how quickly customers get value from Agentforce and Data 360 and ensure the people who support them are never behind the curve.Unleash Your PotentialWhen 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.AccommodationsIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.Posting StatementSalesforce 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 $191,100 - $320,600 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $228,600 - $348,600 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.SummaryLocation: California - San Francisco; New York - New YorkType: Full time