Senior Manager/Director of Customer Success Attrition Programs, Salesforce
$143.4-261.5k
+ ESPP
World's leading CRM provider
Be an early applicant
World's leading CRM provider
1001+ employees
Be an early applicant
$143.4-261.5k
+ ESPP
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- Experience: 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment
- Leadership: 7+ years of proven experience leading large-scale, cross-functional programs or teams. Demonstrated ability to influence and drive results without direct authority is critical
- Domain Expertise: Deep understanding of the drivers of customer attrition and experience developing successful retention strategies. Direct experience managing at-risk accounts or leading "red account" programs is highly desirable
- Analytical Acumen: Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies
- Commercial Skills: Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions
- Executive Presence: Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives
- Education: Bachelor’s degree required; MBA or equivalent advanced degree preferred
- Preferred: Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem
What the job involves
- At Salesforce, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as the Director of Customer Success Attrition Programs
- This high-impact role is responsible for architecting and leading a proactive, cross-functional program designed to identify at-risk customers and drive targeted interventions that reduce churn and secure long-term loyalty
- You won't just be managing a list; you will be the architect of a global "save" infrastructure
- You will unify disparate activities across the company into a cohesive strategy that scales to protect thousands of customers
- You will be part of a central orchestration team, working with leaders across Analytics, Sales, and Customer Success to build a data-driven framework that saves our most valuable accounts
- If you are passionate about customer advocacy, skilled in navigating complex organizational structures, and have a proven track record of mitigating customer risk, this is the role for you
- Program Architecture & Scale: Design and operationalize the global framework for proactive attrition programs. Move the needle from 1:1 saves to scalable, program-led interventions that can cover thousands of accounts simultaneously
- Predictive Intervention Strategy: Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals
- Engagement Strategy: Define the scope, duration, and commercial structure for tailored interventions. You will determine the right mix of Success and Services resources needed to bring customers back to health
- Cross-Functional Governance: Establish and lead a cross-functional core team to drive alignment and execution. You will create a robust governance model for list review, engagement validation, and the documentation of findings for executive leadership
- Reporting & Analytics: Develop and manage a clear reporting framework to track program progress and demonstrate impact. You will regularly present findings, key metrics, and strategic recommendations to the senior leadership team
- Stakeholder Management: Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners
- Building Scalable Solutions: Create feedback loops to continuously develop long-term offers geared toward scalable customer success
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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