Program/Project Management Senior Lead

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 Program & Project Management 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. Job Details Who We Are 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. Position Description For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile. The CSM/CRM Center of Excellence team operates with the Customer Success Management organization and ensures operational rigor in running the business while supporting various special projects aimed at driving growth and transformation. This role will support special projects, and work closely with our internal partners to communicate key initiatives to our teams, customers and other key stakeholders. Additionally, this team owns ongoing collaboration with business partners including Offer Management, Cloud Success, the Customer Success COO org, Sales Strategy and others to ensure CSM delivery runs smoothly and our teams are successful. The Program Manager role reports to the Senior Director, Programs & Governance and will work closely to own the strategy and execution of key programs. These may include critical V2MOM initiatives such as mitigating attrition and driving product adoption as well as continuing to drive innovation and transformation. Responsibilities • Lead the development, planning, and execution of key CSM priorities, programs and initiatives. • Have extensive experience in consulting on highly complex, matrixed programs • Collaborate with cross-functional teams to define project goals, scope, timeline, and deliverables. • Monitor programs & metrics, identify risks, and proactively implement solutions to ensure successful outcomes. • Drive effective communication across teams and stakeholders, ensuring alignment and transparency. • Foster strong working relationships across the business to facilitate program success. • Develop compelling leadership presentations for use during key meetings with internal stakeholders (e.g., CS Executives, Sales Leaders) • Assist in troubleshooting operational issues from delivery teams to partners as they surface; assist in testing solutions and ensuring that root causes are fixed. • Conduct regular reviews and evaluations of program or workstream performance, identifying areas for impr