Director, Customer Success Job Architecture

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Job Category

Operations

Job Details

Who We Are

We’re Salesforce, the Customer Company, inspiring the future of

business with AI+ Data +CRM. Leading with our core values, we help

companies across every industry blaze new trails and connect with

customers in a whole new way. And, we empower you to be a

Trailblazer, too — driving your performance and career growth,

charting new paths, and improving the state of the world. If you

believe in business as the greatest platform for change and in

companies doing well and doing good - you’ve come to the right place.

About The Team

The role strategy and Employee Experience team understands and

designs for key organizational roles and brings the voice of the role

into the design. We drive continuous improvement by aligning people,

work, and competencies with our business strategy and objectives.

With a focus on role expectations, standardization, and simplification,

we partner within the customer success group and across the

enterprise on talent strategies to improve engagement, productivity,

and retention. We continuously examine the changes within the

business, advocate for the employee experience, and push for equality

in all things we do. Our strategy and programs drive improvements in

role maturity and customer success capabilities, thereby retaining and

cultivating the best Customer Success talent in the industry!

Position Description

The Director, Customer Success Job Architecture and Role Personas is

a crucial position in supporting the transformation of Customer Success

within Salesforce by ensuring the methodologies, processes, tools, and

programs are built with our role personas in mind.

Specifically, you will lead a small team of individual contributors

against the goal of standardizing and simplifying key artifacts like

competency models, skill profiles, and leveling guides. In addition to

leading the team, you will also be responsible for leading, and

facilitating cross-functional workstreams, leading multiple projects in

parallel, and working closely with key senior/ executive leaders to

understand the impact of changes in the business on our roles. You will

help implement the strategy that makes the complexity of handling

talent easy for our internal teams, analyze and improve how good our

organization is at doing all of this and doing it all in a systemized

fashion.

Responsibilities

• Be responsible for the definition of roles in the Organization (approx

8,500 people) in alignment with the various type of Support plans we

offer

• Rationalize all the tools and systems to make it easy for everyone to

get access to information about their jobs

• Build a hard-working, self-sustaining team through strong leadership

and direction, coaching, and development

• Handle vendor relationships and be a master in cross-functional

collaboration by developing deep relationships with Sr./ Exec leaders

• Develop and lead a unified strategy and framework for personas, skills,

and functional competencies across the organization, and determining

key insights

• Develop functional expertise to spearhead work and job design

Assist in troubleshooting operational issues as they surface; propose

changes to systems/ processes to fix root causes

• Leverage thought leadership in Customer Success Strategy as a

trusted advisor to our customer-facing delivery teams

• Embody Salesforce values and provide outstanding leadership by

helping to lead a team culture of critical thinking, creativity,

innovation, experimentation, diversity, and inclusivity

Preferred Qualification And Skills

• Proven experience in strategy, planning, business operations, and/ or

customer-facing teams (e.g. Customer Success, Sales, Services, etc)

Background in job architecture, organizational design, role excellence,

and/ or organization structure preferred

• Ability to deal with ambiguity effectively and possess strategies for

continuity of work in the absence of all the details

• Strategic, Quantitative, and Operational mix and approach with strong

project management skills.

• Expert presentation skills with the ability to deliver high-quality

executive-level presentations and storytelling via decks

Strong Executive presence, excellent communication, and influencing

Skills

• Exceptional problem-solving skills: demonstrated ability to bring

structure to sophisticated problems and develop solutions

• Strong communication skills and a collaborative approach with a

variety of teams and personalities are important

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.

More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Pursuant 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.

For New York-based roles, the base salary hiring range for this position is $166,200 to $262,900.

For Colorado-based roles, the base salary hiring range for this position is $151,100 to $219,100.

For Washington-based roles, the base salary hiring range for this position is $151,100 to $241,100.

For California-based roles, the base salary hiring range for this position is $166,200 to $262,900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.