Customer Success Product Adoption Director, Salesforce
$164-285.3k
Salary dependent on location
World's leading CRM provider
Be an early applicant
World's leading CRM provider
1001+ employees
Be an early applicant
$164-285.3k
Salary dependent on location
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company benefits
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Company HQ
SoMa, San Francisco, CA
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
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