Director, Customer Success Attrition Programs

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we’re looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce’s core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

At Salesforce, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as the Director of Customer Success Attrition Programs. This high-impact role is responsible for architecting and leading a proactive, cross-functional program designed to identify at-risk customers and drive targeted interventions that reduce churn and secure long-term loyalty.

You won't just be managing a list; you will be the architect of a global “save” infrastructure. You will unify disparate activities across the company into a cohesive strategy that scales to protect thousands of customers. You will be part of a central orchestration team, working with leaders across Analytics, Sales, and Customer Success to build a data-driven framework that saves our most valuable accounts.

If you are passionate about customer advocacy, skilled in navigating complex organizational structures, and have a proven track record of mitigating customer risk, this is the role for you.

• Program Architecture & Scale:
  Design and operationalize the global framework for proactive attrition programs. Move the needle from 1:1 saves to scalable, program-led interventions that can cover thousands of accounts simultaneously.

• Predictive Intervention Strategy:
  Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals.

• Engagement Strategy:
  Define the scope, duration, and commercial structure for tailored interventions. You will determine the right mix of Success and Services resources needed to bring customers back to health.

• Cross-Functional Governance:
  Establish and lead a cross-functional core team to drive alignment and execution. You will create a robust governance model for list review, engagement validation, and the documentation of findings for executive leadership.

• Reporting & Analytics:
  Develop and manage a clear reporting framework to track program progress and demonstrate impact. You will regularly present findings, key metrics, and strategic recommendations to the senior leadership team.

• Stakeholder Management:
  Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners.

• Building scalable solutions:
  Create feedback loops to help continuously long term offers geared towards scalable success for the customers.

Qualifications & Required Skills

• Experience:
  
  12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment.

• Leadership: 7+ years of proven experience leading large-scale, cross-functional programs or teams. Demonstrated ability to influence and drive results without direct authority is critical.

• Domain Expertise:
  Deep understanding of the drivers of customer attrition and experience developing successful retention strategies. Direct experience managing at-risk accounts or leading "red account" programs is highly desirable.

• Analytical Acumen:
  Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies.

• Commercial
  
  Skills:
  
  Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions.

• Executive Presence:
  Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives.

• Educatio…