Product Adoption Strategy, Manager (Platform)

About the role

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption.

Responsibilities

You will act as the bridge between product innovation and customer realization, investigating why customers struggle, identifying the "Adoption Paths" that lead to healthy operations, and codifying those insights into scalable programs. You will synthesize insights into strategic recommendations that influence Product, Customer Success, and the Digital teams.

Sample Projects

• Evolve Platform "Adoption Paths": Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity.
• Friction Analysis & Resolution: Lead deep-dive research into stalled implementations to categorize common "failure modes" and then design programmatic interventions to solve them at scale.
• Release-Based Adoption Strategy: Proactively analyze Platform roadmaps to identify high-value opportunities and create the strategy for how we encourage customers to adopt new innovation immediately upon release.
• Digital Strategy Partnership: Partner with our Digital Success teams to translate your research into automated guidance, providing the subject matter expertise needed to digitize our success methodology.

Requirements

• 8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations.
• Strategic Problem Solving: Proven ability to generate strategic insights that drive measurable business outcomes.
• Platform Operations Fluency: Familiarity with the metrics that matter to Platform leaders.
• Adoption Architect: Experience taking a complex technical product and breaking it down into a step-by-step maturity model or success methodology.
• Data-Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data.
• Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to get to the root cause of adoption blockers.

Preferred Qualifications

• MBA or advanced degree in business, analytics, or related field.
• Experience with Platform and familiarity with impacts to Sales/Service clouds.
• Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).
• Passion for innovation and the future of customer success.

Benefits

Salesforce offers 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.