Salesforce
Customer Success Product Director, Adoption Strategy & Cloud Lead
Salesforce, Indianapolis, Indiana, us, 46262
Customer Success Product Director, Adoption Strategy & Cloud Lead
Position at Salesforce, the #1 AI CRM. As part of a high-performance, fast-paced, and collaborative team, you will lead research and strategy for assigned cloud products. You will leverage data to drive insights, build scalable frameworks for engagement, and provide strategic recommendations that ensure our customers realize the full potential of their partnership with us, all while upholding our #1 value: Trust.
Responsibilities
Architect our Value Realization Framework: Design and implement a comprehensive methodology for baselining customer health and maturity. Establish 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. 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, including high-touch consultative programs for strategic accounts and technology-driven, one-to-many campaigns, in-app guidance, and educational resources for the broader community.
Champion AI-Powered Innovation: Act as a thought leader within the Customer Success organization, continually researching and piloting new technologies, particularly AI and machine learning, to enhance 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. 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.
Minimum Qualifications
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 navigating complex organizational issues and driving results using both collaborative and directive management styles.
Self-starter with 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.
Benefits 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.
Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form.
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. For Illinois based roles, the base salary hiring range for this position is $177,600 to $257,600. For Massachusetts based roles, the base salary hiring range for this position is $177,600 to $257,600.
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Responsibilities
Architect our Value Realization Framework: Design and implement a comprehensive methodology for baselining customer health and maturity. Establish 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. 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, including high-touch consultative programs for strategic accounts and technology-driven, one-to-many campaigns, in-app guidance, and educational resources for the broader community.
Champion AI-Powered Innovation: Act as a thought leader within the Customer Success organization, continually researching and piloting new technologies, particularly AI and machine learning, to enhance 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. 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.
Minimum Qualifications
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 navigating complex organizational issues and driving results using both collaborative and directive management styles.
Self-starter with 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.
Benefits 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.
Accommodations If you require assistance due to a disability applying for open positions, please submit a request via the Accommodations Request Form.
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. For Illinois based roles, the base salary hiring range for this position is $177,600 to $257,600. For Massachusetts based roles, the base salary hiring range for this position is $177,600 to $257,600.
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