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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.
We are seeking a strategic and hands-on leader to drive the success of our OneCRM initiative — a company-wide Salesforce transformation consolidating over 85 business units onto a unified Salesforce platform. This individual will manage a hybrid team of on-site and virtual team members to lead the CRM vision, guide 40+ business unit migrations, and support ongoing adoption and success across Salesforce Sales Cloud, Salesforce Marketing Engagement (Pardot), Service Cloud, Agentforce / Einstein AI, and a suite of integrated third-party tools.
The ideal candidate brings deep Salesforce expertise, strong project and team leadership capabilities, and a passion for enabling scalable revenue operations across multi-brand environments.
Key Responsibilities:
- Define and execute the enterprise vision for Salesforce CRM and the OneCRM initiative.
- Establish and enforce governance for data quality, security, access control, and standardized processes.
- Align strategic roadmap with executive priorities and cross-functional business needs.
- Lead and develop a distributed team of onsite and virtual professionals spanning technical and operational roles.
- Manage and drive the migration and change management of 40+ business units into a unified Salesforce environment.
- Provide continuous Salesforce support, optimization, and innovation for 80+ business units and nearly 1000 users.
- Serve as the enterprise product owner for Salesforce Sales Cloud, Salesforce Service Cloud, and Marketing Engagement (Pardot and Digital Studio).
- Manage platform scalability, user experience, and core CRM architecture.
- Oversee the implementation, tuning, and adoption of AI and automation features.
- Manage and optimize integrations across key revenue systems including Salesloft, Seamless, Zuora, Spiff, NetSuite and Lean Data.
- Ensure seamless functionality and data flow across marketing, sales, finance, support and operations.
- Work with IT, business units, and external vendors to ensure successful deployment and reliability of integrations.
- Act as the primary liaison with Salesforce account teams and platform partners.
- Manage third-party development firms and ensure timely, high-quality delivery.
- Build trusted relationships with Fullsteam corporate leaders and business unit executives.
- Collaborate with Sales, Marketing, Finance, and Product teams to define business requirements and prioritize platform enhancements.
- Drive Salesforce adoption through training, onboarding, and communication programs.
- Lead change management efforts to ensure successful transitions during migrations.
- Own data governance across opportunity, account, and contact records.
- Implement ongoing data hygiene and enrichment initiatives to maintain CRM integrity.
- Ensure consistent reporting and forecast accuracy across all business units.
- Oversee the support model for end users, ensuring timely resolution of Salesforce-related issues and questions.
- Build and maintain a knowledge base, user guides, and best practices to empower end-user self-service.
- Deliver training sessions, office hours, and onboarding resources tailored to different user roles.
- Act as a champion for user experience, continuously gathering feedback and refining the platform accordingly.
- Set performance goals and regularly evaluate the team’s progress, providing feedback and guidance to ensure high standards are met.
- Support administrative processes and initiatives to ensure effective team management and organizational success.
- Drive and foster a positive organizational culture by exemplifying and promoting our core values and behaviors, ensuring alignment with company standards and nurturing an environment of collaboration, continuous improvement, and performance.
Skills & Competencies:
- Strong understanding of data governance, security, and compliance in a large-scale CRM environment.
- Strong project management skills with expertise in driving large-scale CRM migrations, user adoption, and organizational change.
- Forward-thinking mindset, always seeking innovative approaches to improve people processes, enhance the employee experience, and drive organizational effectiveness.
- Skilled negotiator, able to balance the needs of different stakeholders to reach mutually beneficial outcomes.
- Skilled in developing specific goals and plans to prioritize, organize, and accommodate work responsibilities and meet business deadlines.
- Excellent written and verbal communication skills with the ability to communicate and collaborate with leadership, cross functional teams, and external sources.
- Deep expertise in Salesforce Sales Cloud, Service Cloud, and Marketing Engagement (Pardot & Digital Studio).
- Knowledge of best practices in CRM architecture, scalability, and performance optimization.
- Familiarity with third-party tools including Salesloft, Seamless, Zuora, Spiff, and Lean Data
- Ability to leverage AI, automation, and workflow optimization within Salesforce.
- Ability to negotiate contracts and manage relationships with external vendors.
- Ability to thrive in a fast-paced, dynamic environment. Demonstrated resilience, flexibility, and the capacity to manage and overcome challenges, adapting to changing business needs and priorities.
Experience & Education Requirements:
- 8+ years of experience in CRM leadership, Revenue Operations, or enterprise systems
- 5+ years of hands-on Salesforce Sales Cloud experience (certifications preferred)
- Proven success leading large-scale CRM implementations across diverse business units
- Experience managing Salesforce Marketing Engagement (Pardot), Agentforce, and Einstein AI
- Experience with multi-brand or franchise operating environments preferred.
- Background in SaaS, payments, or recurring revenue models preferred.
- Salesforce certifications (Admin, Architect, or Platform App Builder) preferred.
Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off
This posting is for an existing vacancy and will remain open until filled.
Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.
