Director, Customer Success M&A Content, Training and Change

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.

The Customer Success M&A Content, Training and Change Director will lead organizational transitions for acquired companies integrating into Customer Success. They will develop and implement comprehensive strategies that ensure successful adoption of new processes, systems, and structures. This role spans strategic planning through execution and includes documentation, communications, training, and leadership change management to drive sustainable and scalable transformations. The M&A Content, Training and Change Director will conduct thorough assessments to understand change impacts, create documentation to map process transitions, develop targeted communications for stakeholder alignment, build and deliver training to hone necessary skills, and guide leadership to effectively champion change initiatives.

This work will support acquired businesses through multiple stages of the acquisition lifecycle, accelerating their productivity and performance at Salesforce. The role is part of the Customer Success M&A team, focused on developing and executing rapid and thoughtful integrations that drive customer adoption and reduce attrition. Success requires a candidate to possess a balanced mix of strategic and critical thinking, execution excellence, and stellar stakeholder management.

Responsibilities:

• Develop and Implement Integration Strategies: Create and execute comprehensive strategies to ensure the successful adoption of processes, systems, and organizational structures by acquired entities.
• Conduct Change Impact Assessments: Perform analyses to understand the potential impacts of integration on people, processes, and technology within acquired companies.
• Create Transition Documentation: Develop clear and concise documentation, including process maps, workflows, and standard operating procedures, to guide the transition process.
• Develop & Draft Communication Strategies: Design, draft and implement targeted communication plans to ensure alignment and engagement of all relevant stakeholders throughout the integration.
• Build and Deliver Training Programs: Create and deliver effective training materials and programs to equip employees of acquired companies with the necessary skills and knowledge for successful integration.
• Facilitate Leadership Change Management: Guide and coach leaders within acquired companies to effectively champion change initiatives and support their teams through the transition.
• Support the Acquisition Lifecycle: Provide ongoing support to acquired businesses through various stages of the acquisition lifecycle to ensure sustained productivity and performance.
• Maintain Project Management Oversight: Manage integration projects, track progress, identify risks, and implement mitigation strategies to ensure timely and successful outcomes.

Requirements:

• 8+ years of experience in management consulting, M&A integration management, change management, training & development, and/or transformation
• Proven Experience in M&A Integration or Organizational Transformation: Demonstrated experience leading and managing organizational transitions within the context of mergers and acquisitions.
• Strong Skills in Process Mapping and Documentation: Proven ability to analyze, map, and document business processes with clarity and accuracy to support organizational integration.
• Experience in Developing and Delivering Training Programs and Comms: Proven ability to design and deliver engaging and effective training materials, communications and programs.
• Deep Understanding of Change Management Principles: Knowledge of change management methodologies and best practices to facilitate smooth and effective transitions.
• Strong Strategic and Critical Thinking Skills: Ability to analyze complex situations, develop strategic plans, and make sound judgments to drive successful integrations.
• Excellent Execution Excellence: A track record of successfully implementing complex projects with meticulous attention to detail and a focus on achieving results.
• Stellar Stakeholder Management Skills: Exceptional ability to build strong relationships, influence stakeholders at all levels, and navigate complex organizational dynamics.
• Strong Communication Skills (Written and Verbal): Ability to communicate clearly, concisely, and persuasively with diverse audiences, both in written documentation and verbal presentations.
• Project Management Skills: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Experience Working with Cross-Functional Teams: Ability to collaborate effectively with various internal teams to achieve common goals.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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 $193,800 to $281,100.

For Colorado-based roles, the base salary hiring range for this position is $161,500 to $234,300.

For California-based roles, the base salary hiring range for this position is $193,800 to $281,100.

For Illinois based roles, the base salary hiring range for this position is $177,600 to $257,600.

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.