CSG Director, Attrition Programs – Product Adoption at Salesforce

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Job Category

Customer Success

Job Details

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.

Your Impact

Strategic Research & Outcome Insights (50%):

• 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

Program Execution (50%):

• 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

Desired Skills and Experience:

• 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

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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement:

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and 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. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. 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. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.