Operations Senior Manager
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Job Category
Operations
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
Role Overview
The Strategic Operations & Business Partner, Customer Success serves as a strategic liaison between executive leadership and field execution across the Customer Success organization. Reporting directly to the Vice President, you will act as a strategic delegate and operational architect-aligning regional field operations with broader global strategy.
In this role, you will own the organization's business operating system. By analyzing sales performance, customer health data, and key operational metrics, you will identify strategic gaps, design cross-functional solutions, and lead targeted initiatives to drive business growth. Working in close collaboration with Sales, Customer Success, Strategy, and Finance, you will ensure the organization remains agile, data-driven, and focused on strategic outcomes.
Key Responsibilities
Executive Strategy & Business Partnering
- Strategic Advisory: Serve as a core member of the VP's leadership team, synthesizing complex operational and financial data into strategic briefings that inform executive decision-making.
- Strategic Planning & Tracking: Lead the development, alignment, and quarterly tracking of the organization's strategic planning framework (e.g., V2MOM / OKRs), translating high-level business goals into measurable field outcomes.
- Executive Communications: Design and deliver comprehensive "State of the Business" presentations for executive leadership, transforming raw metrics into actionable operational insights.
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Go-To-Market (GTM) Operations & Business Health
- Performance Analysis: Conduct root-cause analysis on core business health metrics-including net retention, customer attrition, and pipeline generation-and design operational recovery strategies.
- Operating Cadence: Design and manage the executive operating cadence (including Quarterly Business Reviews, leadership team meetings, and all-hands events), ensuring agendas drive decision-making and operational progress.
- Program Leadership: Orchestrate the rollout of major global initiatives across regional operating units, ensuring strategic Go-To-Market programs are efficiently adopted by field teams.
Cross-Functional Alignment & Operational Excellence
- Strategic Collaboration: Act as the primary operational connector between field teams and centralized corporate strategy teams, ensuring central initiatives support regional execution.
- Process Optimization: Continually evaluate and refine internal workflows to eliminate operational friction, increase organizational velocity, and elevate customer success standards.
Required Qualifications
- Experience: 6+ years of progressive experience in Business Operations, Revenue Operations, Strategy, or Management Consulting, ideally within a B2B SaaS or technology enterprise.
- Analytical Skills: Proven ability to analyze complex datasets, extract strategic insights, and build data-driven business cases to solve operational challenges.
- Executive Communication: Demonstrated experience crafting executive-level presentations, briefings, and strategic communications for VP+ leadership.
- Project Management: Track record of leading cross-functional strategic initiatives from design through implementation across matrixed organizations.
- Education: Bachelor's degree or equivalent practical experience.
Preferred Qualifications
- Domain Expertise: Prior experience supporting or working within a Customer Success, Sales, or Go-To-Market (GTM) organization.
- Strategic Frameworks: Hands-on experience operating within enterprise strategic planning models (e.g., V2MOM, OKRs, Balanced Scorecard).
- Tools & Analytics: Familiarity with enterprise BI tools, CRM systems (e.g., Salesforce), and financial modeling platforms.
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 be your best, and our AI agents accelerate your impact so you can do 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.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- FSA With Employer Contribution
- HSA
- HSA With Employer Contribution
- Fitness Subsidies
- On-Site Gym
- Mental Health Benefits
Parental Benefits
- Adoption Leave
- Return-to-Work Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- Company Outings
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Sabbatical
- Volunteer Time Off
Financial and Retirement
- 401(K)
- 401(K) With Company Matching
- Company Equity
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Professional Coaching
- Work Visa Sponsorship
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program
Company Videos
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