Resource Planning Director

Salesforce•Indianapolis, IN

2d•Hybrid

About The Position

Salesforce is seeking a Resource Planning Director to join the Business Planning & Performance team within Customer Success. This senior strategic role is crucial for ensuring the Customer Success Management (CSM) organization is appropriately sized and structured to meet its mission. The position acts as a liaison between CSM leadership, Finance, and resource planning teams, focusing on headcount planning, funding models, and resource allocation. The ideal candidate will be a strategic, data-driven leader adept at navigating a complex, matrixed organization and influencing stakeholders across operational teams, finance, and senior executives. This role is key to maximizing customer value through the Signature Success Plan, which provides enterprise-level support and expertise from Salesforce's most skilled professionals.

Requirements

Self-starter with high motivation, thriving in a collaborative, fast-paced environment with evolving priorities.
Outstanding written and verbal communication skills, with the ability to craft compelling narratives for diverse audiences.
Strong business acumen and cross-functional stakeholder management, with demonstrated ability to influence leaders without direct authority.
Proven ability to structure and translate complex, ambiguous problems into clear strategies and actionable solutions.
Deep understanding of headcount planning, financial modeling, and workforce funding models.
Experience partnering with Finance on budget allocation and headcount distribution.
Ability to work with large datasets; strong proficiency in spreadsheets and data tools to build, validate, and maintain planning models.
10+ years of professional experience in consulting, financial planning & analysis, strategy & operations, or similar fields.
Flexible schedule with the ability to work across global Account Success teams in different time zones.
Ability to travel on a quarterly basis if required.

Nice To Haves

Strong understanding of Customer Success and the CSM role, including how CSM capacity connects to customer health and retention outcomes.
Experience with Go-To-Market planning and understanding how resource allocation aligns to GTM motions.
Knowledge of Salesforce product and platform features, capabilities, and best use.
Familiarity with data and reporting tools such as Tableau, CRM Analytics, Snowflake, or SQL.
Experience working within a matrixed, global organization across multiple operating units.
Fortune 100 or enterprise-scale operations background considered a strong asset.

Responsibilities

Oversee the distribution of CSM resources across operating units globally, ensuring headcount is allocated in alignment with business priorities, customer needs, and the overall funding model.
Maintain strong relationships with each Customer Success operating unit (OU) leader, developing a deep understanding of their business needs and nuances.
Manage cross-functional stakeholders across StratOps, Finance, and Resource Planning teams, driving alignment on headcount strategy and ensuring the right inputs inform the model.
Maintain the overall headcount planning workstream, including cadence, process, and outputs to keep leadership and cross-functional partners informed and aligned.
Partner with Finance to ensure alignment on how the funding model is applied to headcount distribution and to proactively surface implications of funding changes on resource allocation.
Partner with resource planning teams to understand and influence the model for determining CSM headcount allocation per customer, incorporating customer complexity, segment, and success plan type.
Connect the headcount planning model to our Go-To-Market (GTM) strategy, ensuring resource distribution decisions are grounded in GTM approach and desired customer outcomes.
Develop a point of view on the CSM role and jobs to be done to evaluate if the funding model appropriately reflects the work required and advocate for changes.
Determine reporting requirements and collaborate with data and reporting teams to enhance systems, data, and business processes for continuous improvement in headcount planning management.