Customer Success Product Adoption Director

Overview

The Customer Success Attrition Programs team seeks a highly driven, analytically sharp, and cross-functionally collaborative professional to lead a dual mandate: (1) conduct strategic research and benchmarking to build a scalable product adoption roadmap for Salesforce's Customer Success organization, and (2) drive execution of Adoption programs. The use case combines strategic insight with operational execution. The ideal candidate thinks like a consultant, acts like a business owner, and communicates like an executive.

• Strategic Research & Outcome Insights (50%): assess Salesforce s customer outcome capabilities across clouds (Sales, Agentforce, Analytics, Slack) on a 1-5 maturity scale and produce cloud-specific improvement roadmaps
• Analyze the relationship between feature adoption and business outcomes (e.g., close rates, conversions, call deflection) and build executive-ready decks that position adoption as a pull-based motion
• Establish governance frameworks and guardrails (anonymization, permissioning) for capturing and using customer outcome data at scale
• Benchmark in-app and out-of-app adoption experiences and best-in-class CS motions across B2B SaaS, mapping a clear improvement pathway for Salesforce

• Program Execution (50%):
• Lead end-to-end delivery of CS adoption programs across multiple regions and partner with cross-functional stakeholders
• Build and maintain funnel tracking dashboards to ensure visibility and reportability of Adoption program impact
• Develop field enablement toolkits — outreach templates, intake forms, and enablement canvases — to ensure partners are equipped to execute

• 10+ years in management consulting, customer success, sales programs, or strategy within B2B SaaS
• Proven ability to deliver both strategic insight work (benchmarking, outcome analysis, executive narratives) and operational program execution (cross-functional delivery, intake management)
• Experience with customer telemetry, usage/consumption data, outcome metrics, and associated governance considerations
• Strong analytical skills — comfortable with qualitative synthesis and quantitative analysis (cohort analysis, adoption metrics, attrition risk signals)
• Excellent cross-functional collaboration and stakeholder management across Sales, CS, Product, and Operations
• Executive-level written and verbal communication; ability to translate complex data into compelling narratives
• Familiarity with the Salesforce platform and ecosystem (Sales Cloud, Agentforce, Service Cloud, Analytics, Slack)
• MBA preferred; analytics, economics, statistics, or related field a plus

When you join Salesforce, you ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to shape the future and redefine what s possible for yourself, for AI, and for the world.

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