CSG Director, Attrition Programs – Product Adoption

Salesforce•Boston, MA

About The Position

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: (1) leading the strategic research and benchmarking needed to build a scalable product adoption roadmap for Salesforce's Customer Success organization, and (2) driving execution of Adoption programs. This role sits at the intersection of strategic insight and operational execution. 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 a cross-functional program.

Requirements

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)
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)
Excellent cross-functional collaboration and stakeholder management across Sales, CS, Product, and Operations
Executive-level written and verbal communication; ability to translate complex data into compelling narratives
Familiarity with the Salesforce platform and ecosystem (Sales Cloud, Agentforce, Service Cloud, Analytics, Slack)

Nice To Haves

MBA preferred
analytics, economics, statistics, or related field a plus

Responsibilities

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