Customer Success Product Adoption Director

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:

Responsibilities

Leading the strategic research and benchmarking needed to build a scalable product adoption roadmap for Salesforce’s Customer Success organization, and driving execution of Adoption programs.

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.

Benefits

Medical Care

Life Insurance

Retirement Savings

Employee Assistance Programs

With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

Qualifications

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 cross‑functional program; MBA preferred; analytics, economics, statistics, or related field a plus.

Excellent cross‑functional collaboration and stakeholder management across Sales, CS, Product, and Operations.

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).

Executive‑level written and verbal communication; ability to translate complex data into compelling narratives.

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).

Familiarity with the Salesforce platform and ecosystem (Sales Cloud, Agentforce, Service Cloud, Analytics, Slack).

#J-18808-Ljbffr