Customer Success Product Adoption Director

About the role

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.

Responsibilities

• 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

Requirements

• 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)
• 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

Qualifications

• Proven track record of delivering impactful results in a high-growth environment
• Experience with customer telemetry, usage/consumption data, outcome metrics, and associated governance considerations
• Ability to think strategically and operate with a hands-on approach
• Strong interpersonal and communication skills, with the ability to influence and collaborate across teams

Skills

• Strategic insight and benchmarking
• Program execution and delivery
• Customer outcome analysis
• Collaboration and stakeholder management
• Executive-level communication
• Use of Salesforce platform and ecosystem

Benefits

Unleash Your Potential 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.

Pay

The typical base salary range for this position is $164,000 - $261,500 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $196,800 - $285,300 annually.

Schedule

Not specified