Sr. Director, Strategic Readiness Programs

Job Description

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 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.

As a senior leader within strategic readiness programs on the CIC Strategic Programs team, this role is accountable for driving the end-to-end definition, deployment, and execution of high-visibility product innovation launches. Operating at the intersection of Technology & Product (T&P) and Cloud Success, this role will partner with Cloud Leaders to ensure operational readiness, advocate for customer success, and mitigate risk associated with launching new innovations at scale. This role orchestrates internal and customer readiness across large-scale product launches—ensuring stakeholder alignment, product quality, communication clarity, and field preparedness.

A key responsibility is to represent the customer voice, surface critical insights, and advocate for solutions that proactively improve the customer experience and reduce attrition risks. The successful candidate will apply strong business acumen, product and technical expertise, and program leadership to influence decision-making, shape communication strategies, and support Cloud Leaders in translating customer and field feedback into actionable insights for T&P. In addition, this role leads and develops a team of subject matter experts, while cultivating trusted executive relationships across T&P, Customer Success, and Cloud organizations.

Expected outcomes include strengthening the NPI operating model, accelerating time-to-value (TTV) for product innovation, reducing customer and operational risk for strategic launches. Key Responsibilities Strategy & Program Governance Define the Operating Model: Establish and scale the operating model, governance structure, and success metrics for the Strategic Programs Big Bets Team, driving a clear mandate for high-risk, high-visibility New Product Introductions (NPIs).

Strategic Risk Mitigation: Proactively identify the scope, complexity, and inherent risks of proposed platform, infrastructure, or product changes (“Big Bets”), surfacing implications and business cases for targeted investment scenarios (e. g. ring-fenced resources, hyper-care motions).

Data-Led Business Decisions: Maintain a deep understanding of the business, impact metrics, Customer Success and corporate priorities, and cross-functional dependencies to make informed, data-led decisions that prioritize the right outcomes for both customers and business objectives. Integrated Roadmap Ownership: Develop and own integrated roadmaps for all enablement, documentation, and customer communications, ensuring a successful, coordinated adoption of critical changes. Executive Visibility & Accountability: Establish robust governance and provide executive-level visibility of key program aspects, driving data-driven accountability for achieving critical launch and adoption goals.

End-to-End Launch Readiness E2E Orchestration: Lead the team to drive full end-to-end launch readiness and obtain stakeholder sign-off across all Clouds and supporting business units (including Offers, Account Success, Renewals, GTM, and Training) to reduce organizational noise and misalignment across high-stakes launches. Customer-Centric Requirements: Act as the sponsor for Customer Success (CS) requirements (e. g.

, Serviceability, Success Plans, Purpose-built product enablement) to ensure Technology & Product (T&P) leadership visibility and action, in close partnership with Cloud Success leadership. Expertise Building & Enablement: Quickly build technical expertise in new products and features and lead the scalable development and distribution of high-quality enablement content (FAQs, call scripts, knowledge articles, webinars) to the broader Customer Success organization. GTM Oversight: Oversee evaluation of Go-to-Market (GTM), Offer implications, and entitlement gaps, ensuring a clear and effective customer journey from product announcement to adoption.

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