Director, Salesforce Program Leader

About the role

Salesforce is hiring a Director, Salesforce Program Leader (Engagement Delivery Director) for its Customer Success job category. This is a fully-billable, high-impact role deployed as a Delivery Leader to strategic and complex customer engagements. You will be accountable for the end-to-end success of programs, with a focus on maximizing platform adoption, demonstrating ROI and mitigating revenue or license attrition risk, including emerging agentic and generative AI programs.

Key responsibilities

• Establish, execute and oversee program governance, including realization and recovery plans for strategic accounts and governance for multi-cloud and enterprise AI roadmaps
• Engage directly with C-level stakeholders, lead steering committees and show measurable platform ROI
• Act as the primary billable expert advising on program delivery aligned to customer business objectives
• Manage program risks, dependencies and scope changes, and escalate at executive level
• Support pre-sales teams in scoping, change management and expansion opportunities, and size the effort for generative AI and digital agent rollouts
• Oversee engagement models (e.g. T&M, fixed price) and champion an AI-first delivery and engineering approach
• Advise customer, partner and internal teams such as MuleSoft, UI/UX and technical PODs
• Act as subject matter expert on the Salesforce platform, including custom development, integration and data migration
• Work with MSAs/SOWs and ensure delivery complies with contractual terms

Required profile

• 15+ years of experience, mostly in consulting or strategic advisory, managing large-scale SaaS/CRM implementations
• Proven experience in strategic account recovery, risk mitigation and platform adoption in at-risk accounts
• Cross-cultural experience with geographically distributed teams
• Experience leading a program pre-sales and delivery team, including mentoring and career development
• Degree or equivalent relevant experience

Required skills

• Deep expertise in the Salesforce platform, integrations, custom development and data migration
• Foundational understanding of Agentforce use cases and Data Cloud
• Mastery of Agile and Hybrid program management methodologies
• Project management certification (PMI-ACP, PMP, PgMP, Prince 2); Salesforce certification is an asset; an AI/ML delivery credential is highly valued