Resource Planning Director

About the role

The Business Planning & Performance team within Customer Success ensures operational rigor and supports various special projects aimed at driving growth and transformation. This Resource Planning Director role serves as a senior strategic position, connecting headcount planning with the GTM model and evaluating the funding model's alignment with the CSM role.

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 are informing the model.
• Maintain the overall headcount planning workstream, including the cadence, process, and outputs that 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 how we determine how much CSM headcount each customer should receive, incorporating customer complexity, segment, and success plan type.
• Connect the headcount planning model to our GTM strategy, ensuring resource distribution decisions are grounded in how we go to market and the outcomes we are driving for our customers.
• Develop a point of view on the CSM role and jobs to be done, using that understanding to evaluate whether the funding model is appropriately reflecting the work required and advocating for changes where warranted.
• Determine requirements for reporting and work with our data and reporting teams to enhance and evolve our systems, data, and business processes — driving continuous improvement in how we measure and manage headcount planning.

Requirements

• Self-starter with a high degree of motivation to go above and beyond, thriving in a collaborative, fast-paced environment with constantly evolving priorities.
• Outstanding written and verbal communication skills, with the ability to craft compelling narratives for diverse audiences — from operational teams to senior executives.
• 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.
• Able 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.

Desired Skills/Experience

• 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.