CSG Director, Attrition Programs - Product Adoption

Customer Success 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.

The Customer Success Attrition Programs team is looking for a highly driven, analytically sharp, and cross-functionally collaborative professional to fill a dual-mandate role: (1) leading the strategic research and benchmarking needed to build a scalable product adoption roadmap for Salesforce's Customer Success organization, and (2) driving execution of Adoption programs. This role sits at the intersection of strategic insight and operational execution.

The ideal candidate thinks like a consultant, operates like a business owner, and communicates like an executive — equally comfortable building a benchmarking framework and running a cross‑functional program.

• 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 make adoption 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 — and map a clear improvement pathway for Salesforce

• Lead end‑to‑end delivery of CS adoption programs across multiple regions and partnering 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 etc. 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 both 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 not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

If you need a reasonable accommodation during the application or the recruiting process, please submit a request.

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