Customer Success Product Adoption Director

About the role

The Customer Success Attrition Programs team is seeking a highly driven, analytically sharp, and cross-functionally collaborative professional to lead strategic research and benchmarking for Salesforce's Customer Success organization and drive the 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 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 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

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.

Benefits

At Salesforce, we offer a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

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