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The Business Planning & Performance team operates within Customer Success to ensure operational rigor in running the business while supporting various special projects aimed at driving growth and transformation
This Resource Planning Director role is a senior strategic position within the Business Planning & Performance team, serving as the connective tissue between CSM leadership, Finance, and resource planning to ensure the CSM org is sized and structured to deliver on its mission
This is a high-impact role requiring a deep understanding of how the headcount planning model works — including the funding model and how funding is applied to headcount distribution across the business
The role requires close partnership with Finance on how funding is applied to headcount distribution and with resource planning teams to understand and influence how we determine how much CSM headcount each customer should receive
A key part of this role is connecting headcount planning with our Go-To-Market (GTM) model, as well as developing a deep understanding of the jobs to be done of the CSM to inform whether the funding model should evolve
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 the needs of their business and the nuances of each operating unit
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
Benefits Medical Care
Life Insurance
Retirement Savings
Employee Assistance Programs
With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
We are looking for a strategic, data-driven leader who thrives in a complex,



matrixed organization and can operate effectively across operational teams, finance, and senior executive stakeholdersOutstanding written and verbal communication skills, with the ability to craft compelling narratives for diverse audiences — from operational teams to senior executives
Proven ability to structure and translate complex, ambiguous problems into clear strategies and actionable solutions
Flexible schedule with the ability to work across global Account Success teams in different time zones
Self-starter with a high degree of motivation to go above and beyond, thriving in a collaborative, fast-paced environment with constantly evolving priorities
10+ years of professional experience in consulting, financial planning & analysis, strategy & operations, or similar fields
Ability to travel on a quarterly basis if required
Strong business acumen and cross-functional stakeholder management, with demonstrated ability to influence leaders without direct authority
Experience partnering with Finance on budget allocation and headcount distribution
Ability to work with large datasets; strong proficiency in spreadsheets and data tools to build, validate, and maintain planning models
Deep understanding of headcount planning, financial modeling, and workforce funding models
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
Familiarity with data and reporting tools such as Tableau, CRM Analytics, Snowflake, or SQL
Knowledge of Salesforce product and platform features, capabilities, and best use
Fortune 100 or enterprise-scale operations background considered a strong asset
Experience working within a matrixed, global organization across multiple operating units

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📌 Resource Planning Director (Napoli)
🏢 Altro
📍 Napoli