Director Nonprofit Engagement Leader jobs at Salesforce

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In this role, you will dig deep to understand customer needs and go to market of our acquired companies and provide an assessment of whether the Success Plan portfolio can meet those needs as is. Very often M&As require us to reexamine our existing Success Plans features with an intent to deliver enhancements that benefit all Salesforce customers, not just to those using the acquired product. To that end, you will frequently challenge your thinking and that of your leadership by providing unbiased points of view on changes to our existing Success Plans features. You will develop the offer point of view for launching Success Plans for our acquisitions, deliver a business case including defining the offer transition from legacy support/success offerings to Success Plans.You will have the opportunity to work on some of the most complex and rewarding Success Plans launches and be relied upon to inform and heavily influence how we deliver value to our Customers.

• Demonstrate thought-leadership via the offer strategy & vision for our acquired companies support/success portfolio
• Quickly become an expert in our acquired companies, products, existing support/success portfolio and GTM so you can build comprehensive proposals for launch of Success Plans for these acquisitions
• Collaborate with key stakeholders across Salesforce GTM, M&A, Corp Dev, finance, product/engineering and CS organizations in developing the Success Plans business case for Salesforce’s acquisitions
• Conduct customer and stakeholder research, develop offer POV which includes establishing relevance of Success Plans for the acquisition, rationalization of feature set, and willingness to pay
• Deliver business case with detailed financial modeling (resource costs, investment vs monentization, margins) and customer and feature transition plan for launching Success Plans
• Create outputs in the form of thorough and concise slide decks to secure secure cross-functional senior leadership alignment on recommendations

• Must be customer-obsessed, curious, and empathic, with a strong sense of ownership and accountability
• Self-organized and have the ability to initiate tasks independently and see them through to completion
• Minimum 10 years of relevant professional experience, including a strong background in product management and/or strategy consulting
• Ability to systematically break down complex problems, document POVs and drive decisions based on data, facts, and logical reasoning
• Ability to create work product-focused materials and outputs, which will include slide decks, financial models, or other written deliverables
• Effective communicator across all levels of the organization, including driving discussions with senior executives
• Demonstrated ability to lead a high-performing cross-functional team without direct managerial responsibilities

• Experience in Salesforce products and technologies
• M.B.A.
• Prior product management experience in SaaS, public cloud, or Large Enterprise B2B software
• Experience in Support, Success, or Services product managementNote:This role is office-flexible, with the expectation that you will work from a Salesforce office (Seattle/Bellevue, Chicago, Indianapolis, New York, San Francisco or Atlanta) three days per week.

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Unleash Your Potential

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• Program Leadership: Design, launch, and scale a comprehensive program focused on reducing customer attrition. You will own the strategy from the initial proof-of-concept to a fully operational, global initiative.

• Priority Account Identification: Partner closely with Analytics, the Red Accounts team, Account Executives (AEs), and Customer Success Managers (CSMs) to create and continuously refine a dynamic priority list of at-risk customers using data-driven triggers and qualitative insights.

• Cross-Functional Governance: Establish and lead a cross-functional core team to drive alignment and execution. You will create a robust governance model for list review, engagement validation, and the documentation of findings for executive leadership.

• Engagement Strategy: Define the scope, duration, and commercial structure for tailored interventions. You will determine the right mix of Success and Services resources needed to bring customers back to health.

• Reporting & Analytics: Develop and manage a clear reporting framework to track program progress and demonstrate impact. You will regularly present findings, key metrics, and strategic recommendations to the senior leadership team.

• Stakeholder Management: Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners.

• Building scalable solutions

• Experience: 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment.

• Leadership: 7+ years of proven experience leading large-scale, cross-functional programs or teams. Demonstrated ability to influence and drive results without direct authority is critical.

• Domain Expertise: Deep understanding of the drivers of customer attrition and experience developing successful retention strategies. Direct experience managing at-risk accounts or leading "red account" programs is highly desirable.

• Analytical Acumen: Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies.

• Commercial Skills: Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions.

• Executive Presence: Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives.

• Education: Bachelor’s degree required; MBA or equivalent advanced degree preferred.

• Preferred: Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem.

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

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Responsibilities:

• Drive the vision of enabling a full suite of Salesforce applications on Google Cloud in collaboration with teams across geographies

• Manage, hire and nurture world class team to deliver cloud frameworks, infrastructure automation tools, workflows, and validation platforms on our public cloud platforms

• Drive execution and delivery by collaborating with cross functional teams, architects, product owners and engineers

• Be technically involved and work closely with product owner and architect to build the best in class services and systems at scale

• Encourage ideas, have your point of view and lead with influence

• Make critical decisions, innovate aggressively while managing risk and ensure the success of the product

• Maintaining and fostering our culture by interviewing and hiring only the most qualified individuals with an eye towards diversity

• Daily management of stand-ups as the ScrumMaster for no more than two engineering teams

• Occasionally contributing to development tasks such as coding and feature verifications to assist teams with release commitments, to gain understanding of the deeply technical product as well as to keep your technical acumen sharp

Experience/Skills required:

• Masters / Bachelors degree required in Computer Science, Software Engineering, or Equivalent Experience

• 7 + years leading Software Engineering teams

• Experience leading software development projects with a distinguished track record on technically demanding products which have been released for wider consumption

• Service ownership experience of cloud based distributed services running at B2C scale

• Experience working in scrum/agile development environment. Agile mindset, ability to iterate, take risks and evolve.

• A strong adherent to software engineering best practices which enable building world class products such as unit testing, modular code, right abstractions, continuous integration mindset etc

• Strong data structure and algorithms skills and extensive programming experience, preferably in object oriented languages.

• Working knowledge of Kubernetes, service mesh and other moderntechnologies/serviceson public cloud is desirable*LI-Y

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Posting Statement

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Role Description

This CSM Director position will be aligned to the

Your Impact

• Uses multi-cloud expertise to effectively orchestrate Signature experience across the most strategic, sophisticated customers

• May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers (including Global Customers with CSMs in multiple geos)

• Aligns with and leads Business and Technical stakeholders, Account Success team, and internal partners around customer goals ensuring value is delivered through Signature

• Single point of customer accountability building and maintaining strong, trusted relationships

• Drives Customer Success Score metrics for customers; handles Escalations and Red Accounts

Minimum Requirements

• Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture

• Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles

• Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers

• Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level

• Ability to facilitate difficult discussions and be adept at handling objections

Preferred Requirements

• Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology.

• Salesforce product certifications are a plus (Agentforce Specialist, Administrator, , Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.

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

If you require assistance due to a disability applying for open positions please submit a request via this.

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Responsibilities

• Own and drive the strategic vision for hosted, third party, and internal events.

• Lead ideation, planning, production, and execution of event programs.

• Partner closely with Salesforce’s Executive Leadership and other business leaders to ensure cross-functional alignment on program goals and key metrics.

• Manage stakeholder communications across the organization including executive expectation setting and briefings around event experience.

• Lead demand generation strategy for executive events to deliver on attendance and pipeline goals and drive return on investment.

• Develop strong relationships with internal sales leaders and teams to deliver on attendance and pipeline goals.

• Track ROI, engagement, and audience feedback to measure results, assess opportunities for improvement, and optimize future events.

• Manage 3rd party vendor relationships with agencies and production partners.

• Develop team standards, process documents, and playbooks that can be shared globally.

• Lead and mentor direct reports and ensure the Salesforce brand is well represented.

Experience & Requirements

• 10+ years relevant experience in event management and marketing.

• 5+ years experience managing teams of 5 or more employees in Go To Market (sales, customer success, marketing) required.

• Experience working closely with Executives (VP+, C-Suite) internally and with customers required.

• Excellent knowledge of and hands-on experience with all aspects of event management, budget management, logistics, vendor negotiation, and marketing.

• Knowledge of working with international regions across time zones and different languages.

• Ability to thrive in a fast-paced environment while multitasking, re-prioritizing projects,

• and communicating priority updates to stakeholders.

• Highly organized and detail-oriented self-starter with exceptional prioritization, organization, and time management skills.

• Excellent executive communication skills, interpersonal skills, and eloquent writing skills.

• Exceptional vendor management skills.

• Able to travel 50% of the time.

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

If you require assistance due to a disability applying for open positions please submit a request via this.

Posting Statement

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This is not a typical operations role. You are a force multiplier, responsible for architecting the strategy, building the operational engine, and creating the compelling narratives that drive our entire attrition reduction effort. You will transform complex data and ambitious goals into a clear, actionable roadmap and communicate our progress and vision to the highest levels of the organization. If you are a master storyteller who thrives on building structure from ambiguity and driving impactful outcomes, we want to hear from you.

Strategic Planning & Roadmap Design:

• Attrition Reduction Strategy: Architect and own the overarching strategy for identifying and saving at-risk customers and growing stable customers. You will define the frameworks for customer health, establish data-driven programs and playbooks for engagement.

• Program Roadmap: Develop and maintain a multi-quarter program roadmap, identifying and prioritizing key initiatives across technology, process refinement, and new strategic tests to continuously improve our retention capabilities.

Operational Excellence & Execution:

• Operating Model Design: Develop the end-to-end operating structure for the Attrition Programs team, defining the rhythm of the business, engagement models, and rules of engagement to ensure maximum efficiency and impact.

• V2MOM & Governance: Drive the development and management of the Attrition Council’s V2MOM (Vision, Values, Methods, Obstacles, Measures), ensuring it serves as the north star for the program. You will own the execution of the operating model, monitor its effectiveness, and make necessary adjustments to keep initiatives on track.

Data-Driven Insights & Executive Storytelling:

• Narrative Development: Translate raw data and complex operational metrics into a clear, compelling story about the root causes of customer churn. Your primary deliverable will often be end-to-end narratives with powerful visuals for executive-level presentations.

• Performance Dashboards: Build and manage a suite of performance dashboards that serve as the single source of truth for program metrics, including at-risk accounts, save rates, revenue saved, and team activity.

Stakeholder Management & Reporting:

• Executive Business Reviews (EBRs): Own the creation and delivery of quarterly business reviews for the CSG executive leadership team. You will synthesize program performance, strategic insights, and forward-looking recommendations into concise, high-impact presentations.

• Cross-Functional Alignment: Design and implement a robust cross-functional alignment model to ensure seamless collaboration with key partners in Sales, Product, and Support, driving a unified approach to resolving customer issues.

• 12+ years of experience in a Strategy & Operations, Business Operations, Management Consulting, or a similar strategic role, preferably within a high-growth enterprise SaaS environment.

• Mastery of Executive-Level Storytelling: Proven, extensive experience building end-to-end narratives and visually compelling presentations for senior executive audiences. You must be able to transform complex information into a clear, concise, and persuasive story. A portfolio or examples of prior work may be requested.

• Strategic & Operational Expertise: Demonstrated ability to design and implement strategic plans, operating models, and governance frameworks from the ground up.

• Data-Driven Mindset: Strong analytical skills with a proven ability to dissect complex problems, identify root causes using data, and deliver actionable insights.

• Leadership & Influence: Exceptional ability to influence and align stakeholders at all levels, from individual contributors to C-suite executives, in a cross-functional, matrixed organization.

• Customer Success Acumen: Deep understanding of the Customer Success function, customer lifecycle, and the key drivers of churn and retention.

• Program Management: Proven track record of managing large-scale, complex programs and driving them to successful completion.

• Education: Bachelor’s degree required. MBA or equivalent advanced degree is strongly preferred.

• 3+ years of Management Consulting experience preferred.

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

If you require assistance due to a disability applying for open positions please submit a request via this.

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