Salesforce is looking to prevent customer attrition by proactively addressing the root causes of churn, and is hiring Product Directors to join the Customer Success Programs team to drive this effort.
Requirements
- Advanced Analytical Skills: Proven ability to analyze complex and disparate datasets, connecting pre-sales activities to post-sales outcomes
- Experience with tools like Salesforce, Tableau, SQL, or other BI platforms is essential
- Strong Business Acumen: Fluency in key SaaS metrics (Churn, NRR, LTV, CAC) and the ability to translate data into strategic business recommendations
- 10+ years of experience in a strategic role within Management Consulting, Sales Strategy, Sales Operations, Revenue Operations, Customer Success, Product Management, Professional Services, Implementation Consulting, Partner Management, or Strategy at an enterprise SaaS company
- MBA or equivalent advanced degree is highly preferred
- Exceptional Influencing Skills: A track record of successfully influencing senior leadership and cross-functional partners without direct authority
- Communication & Storytelling: World-class ability to craft and deliver compelling presentations that tell a clear story, supported by data, to an executive audience
Responsibilities
- Act as a strategic bridge between our Sales and Customer Success organizations
- Architect programs and guardrails that ensure we are not only acquiring new customers but setting them up for enduring success
- Lead research and strategy for our assigned cloud product
- 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
- Partner closely with our Technology & Products (T&P) organization to analyze, prioritize, and execute high-impact programs that address the root causes of attrition
- Lead our strategy for preventing churn related to implementation, onboarding, and technical debt
- Focus on the critical early stages of the customer journey, ensuring that our customers—whether their implementation is handled internally, by partners, or through professional services—are set up for long-term success
Other
- Education: Bachelor’s degree in Business, Finance, Economics, or a related field
- 10+ years of experience in a strategic role
- MBA or equivalent advanced degree is highly preferred
- Ability to work in a cross-functional role requiring deep collaboration with our Professional Services, Partner/Alliances, and Customer Success teams
- Must be comfortable presenting sensitive data and challenging the status quo in a constructive, collaborative manner
