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 the connective tissue between CSM leadership, Finance, and resource planning.

Responsibilities

• Oversight of CSM resources allocation globally, ensuring alignment with business priorities and customer needs.
• Maintaining relationships with each Customer Success operating unit (OU) leader, understanding their business needs and nuances.
• Managing cross-functional stakeholders, driving alignment on headcount strategy, and ensuring inputs inform the model.
• Maintaining the headcount planning workstream, including cadence, process, and outputs.
• Partnering with Finance to ensure alignment on funding model application and proactively surface implications of funding changes.
• Partnering with resource planning teams to understand and influence customer headcount determination, incorporating complexity and success plan type.
• Connecting headcount planning to GTM strategy, ensuring resource decisions align with customer outcomes.
• Evaluating funding model appropriateness for CSM role, advocating for necessary changes.
• Determining reporting requirements and collaborating with data and reporting teams to enhance and evolve systems and processes.

Requirements

• Self-starter with high motivation, collaborative, fast-paced environment, and evolving priorities.
• Outstanding written and verbal communication skills, crafting compelling narratives for diverse audiences.
• Strong business acumen and stakeholder management, influencing leaders without direct authority.
• Deep understanding of headcount planning, financial modeling, and workforce funding models.
• Experience with budget allocation and headcount distribution.
• Ability to work with large datasets, proficient in spreadsheets and data tools.
• Experience in a matrixed, global organization across multiple operating units.

Desired Skills/Experience

• Strong understanding of Customer Success and CSM role, including capacity connection to customer health and retention outcomes.
• Experience with Go-To-Market planning and resource allocation alignment to GTM motions.
• Knowledge of Salesforce product and platform features, capabilities, and best use.
• Familiarity with data and reporting tools like Tableau, CRM Analytics, Snowflake, or SQL.
• Experience working within a matrixed, global organization across multiple operating units.