Customer Success Product Director, Adoption Strategy & Cloud Lead

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

• Architect our Value Realization Framework: Design and implement a comprehensive methodology for baselining customer health and maturity. You will establish the key metrics and create the data foundation to prove business value and ROI throughout the customer lifecycle.
• Develop Predictive Customer Insights: Lead the development of our customer cohort strategy, segmenting our user base by acquisitional and behavioral characteristics. You will analyze cohort trends to identify churn risks, uncover success patterns, and build "lookalike" models of our most successful customers to inform proactive engagement.
• Systematize Growth Opportunity Identification: Build a data-driven engine to systematically identify and qualify feature expansion opportunities (upsell and cross-sell) based on product adoption signals.
• Design a Portfolio of Adoption Programs:Create and execute a dual-pronged engagement strategy that serves our entire customer base. This includes designing high-touch, consultative programs for strategic accounts (human-led motions) and building technology-driven, one-to-many campaigns, in-app guidance, and educational resources for the broader customer community (at-scale motions).
• Champion AI-Powered Innovation: Act as a thought leader within the Customer Success organization, constantly researching and piloting new technologies, particularly AI and machine learning, to enhance our predictive capabilities, increase operational efficiency, and deliver a more personalized customer experience.
• Drive Cross-Functional Alignment: Serve as a key strategic partner to Product, Sales, and Marketing leadership. You will translate customer adoption data into actionable insights that influence the product roadmap, inform go-to-market strategies, and ensure a cohesive, value-driven customer journey.

• 5+ years of experience in a strategic role within a B2B SaaS environment, such as Customer Success Strategy, Revenue Operations, Product Management, or Business Analytics.
• Proven experience using quantitative and qualitative data to drive strategic decisions, with proficiency in analyzing large datasets to uncover trends and insights.
• Demonstrated ability to design and launch successful, scalable programs or frameworks from the ground up.
• Exceptional communication and presentation skills, with the ability to translate complex data into a compelling strategic narrative for executive-level audiences.
• Proven track record of delivering strategy and insight work with measurable business outcomes
• Excellent cross-disciplinary collaboration skills and strong organizational agility
• Experience in navigating complex organizational issues and driving results using both collaborative and directive management styles.
• Self-starter and a high degree of motivation to go above and beyond the task at hand
• Familiarity with CRM landscape and Salesforce stack
• Bachelor's degree in Business, Economics, Statistics, Computer Science, or a related field.