Salesforce

Senior Director, Global Supportability and Readiness

Salesforce$191K — $348K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in Customer Success, Technical Enablement, Product Operations, or related field, with at least 4 years in global leadership roles
  • Proven track record in building scalable product-to-field readiness programs, preferably in SaaS or cloud environments
  • Deep understanding of AI and CRM product ecosystems, experience with Agentforce or Data Cloud preferred
  • Strong influencer capable of aligning cross-functional teams around a readiness agenda
  • Data-driven with experience in KPIs related to operational metrics and customer adoption
  • Exceptional executive communication skills, able to simplify complex information for stakeholders
  • Experience in leading through change in dynamic, high-growth environments

Responsibilities

  • Own the entire product readiness strategy for Agentforce and Data 360, ensuring all releases are paired with an enablement plan
  • Establish a structured product feedback loop that gathers customer insights for product roadmap alignment
  • Collaborate with Product, Marketing, and Engineering to guide feature development based on field feedback
  • Ensure customer-facing teams are prepared to handle requests for all new features prior to release
  • Develop and implement proactive enablement programs that reduce support demand
  • Align global readiness initiatives with marketing and messaging strategies for smooth rollouts
  • Monitor and enhance key metrics like self-service effectiveness and support case volume

Benefits

  • Comprehensive benefits and resources aimed at helping employees achieve work-life balance
  • Access to AI tools designed to enhance employee efficiency and impact
  • Opportunities for personal and professional growth within a collaborative environment
  • Inclusive company culture that encourages continuous learning and development
  • Ability to make a significant impact on customer experiences globally
Full 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 the Role

Salesforce 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 Do

Product Readiness & Feedback Loop

  • Own 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 teams
  • Build and maintain a structured product feedback loop that captures field and customer signals and routes them to Product and Engineering to inform roadmap prioritization
  • Partner closely with Product, PMM, and Engineering to influence feature development based on support trends, customer adoption gaps, and field insights
  • Drive collaboration with Alliances to ensure partner ecosystems are equally enabled on new capabilities

Team Enablement
  • Ensure 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 release
  • Develop scalable, repeatable enablement programs that minimize reactive support demand and maximize proactive customer guidance
  • Partner with Cloud Success and PMM to align global readiness content with go-to-market motions and customer-facing messaging

Operational Excellence
  • Drive measurable reduction in case volume and investigation rates through product and engineering partnerships
  • Track and improve Agentforce on Help performance as a key indicator of self-service effectiveness and field readiness
  • Build dashboards and operating cadences to monitor readiness coverage, case deflection trends, and adoption metrics across the portfolio
  • Serve as an escalation point for critical readiness gaps that impact customer experience or support volume

Leadership
  • Build, develop, and retain a high-performing, globally distributed team of readiness leaders and ICs
  • Foster a culture of accountability, continuous learning, and cross-functional collaboration
  • Represent the Readiness function in senior leadership forums, bringing data-driven insights and clear recommendations


What 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 teams
  • Demonstrated success building product-to-field readiness programs at scale, ideally in a SaaS or cloud environment
  • Strong understanding of AI, data platform, or CRM product ecosystems, experience with Agentforce, Data Cloud, or comparable platforms highly preferred
  • Exceptional cross-functional influencer and proven ability to align Product, Engineering, and Customer Success around a shared readiness agenda
  • Data-driven leader with experience tracking operational KPIs such as case rates, investigation rates, adoption metrics, and self-service performance
  • Excellent executive communication skills; able to synthesize complexity into clear, actionable narratives for senior stakeholders
  • Experience leading through change in fast-moving, high-growth product environments


Why This Role Matters
Readiness 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 Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando 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.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

Are you ready to join a company that's leading the way in CRM technology? Search open positions that match your skills and interests on our careers page. Tailor your resume, prepare for your interview, and take the first step towards a rewarding career at Salesforce.

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Join Salesforce today and be part of a company that's shaping the future of technology, fostering a culture of innovation, and building a more equitable world.
Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ

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