Senior Manager, Forecasting & Strategy

Salesforce•Chicago, IL

About The Position

Salesforce is seeking a strategic, data-driven Senior Manager, Forecasting & Strategy to lead customer adoption forecasting and strategic planning across Customer Success. The role develops forward-looking insights into how customers adopt, consume, and realize value from Salesforce products, helping leadership anticipate adoption trends, identify risks and opportunities, and make informed decisions that accelerate customer success. The position combines analytical and forecasting expertise with strategic business acumen and an understanding of the customer lifecycle. It translates customer, product usage, engagement, and operational data into actionable insights to help Customer Success leaders prioritize resources, improve adoption outcomes, and drive long-term customer value. The role owns and improves adoption forecasting models and methodologies, supports Customer Success strategy and resource planning, provides executive reporting and recommendations, and aligns cross-functional teams on adoption metrics and decision-making. Success means more accurate and transparent forecasts, earlier identification of adoption risks and opportunities, stronger alignment between Customer Success strategy and business outcomes, and scalable planning capabilities.

Requirements

At least 7 years of experience in strategy, business operations, forecasting, analytics, customer success operations, or a related field.
Advanced proficiency in Excel or Google Sheets and SQL or Python, and experience with BI and analytics platforms such as Tableau, CRM analytics, or comparable tools.
Demonstrated experience developing forecasts, predictive models, business plans, or performance measurement frameworks.
Strong analytical skills, including the ability to synthesize complex datasets into clear business insights and actionable recommendations.
Experience working with customer lifecycle, product adoption, product usage, engagement, retention, or customer health data.
Proven ability to influence senior stakeholders and drive cross-functional alignment without relying solely on direct authority.
Strong executive communication and storytelling skills, including the ability to explain forecast assumptions, risks, and business implications.

Nice To Haves

Experience in a SaaS or enterprise software environment, particularly within Customer Success, customer experience, or product-led growth.
Familiarity with Salesforce products, product adoption metrics, customer success methodologies, and enterprise customer lifecycle management.
Experience with statistical analysis, predictive analytics, or machine learning to improve forecasting and decision-making.
Experience building adoption propensity models, customer segmentation frameworks, scenario planning tools, or leading-indicator dashboards.
Understanding of the relationship between product adoption, customer value realization, renewal outcomes, and long-term customer growth.
Experience presenting strategic recommendations and business performance insights to senior executives.

Responsibilities

Own and evolve customer adoption forecasting models that project product adoption, usage growth, and dollars used across customer segments, products, and portfolios.
Develop predictive models and leading indicators to forecast adoption trajectories, identify customers at risk of stalled adoption, and surface opportunities to accelerate product usage.
Establish a consistent forecasting methodology using historical adoption patterns, customer health, implementation progress, success plans, and engagement signals.
Monitor forecast accuracy, analyze variances between projected and actual adoption, and refine forecasting assumptions, models, and methodologies.
Translate adoption data into actionable insights about customer momentum, adoption barriers, risks, and expansion opportunities.
Partner with Customer Success leadership to develop strategic plans that improve adoption, accelerate time to value, and strengthen customer outcomes.
Build data-driven frameworks to prioritize customer segments, identify adoption opportunities, and allocate Customer Success resources effectively.
Develop scenario analyses and forward-looking projections to evaluate the potential impact of customer engagement, product launches, enablement programs, and adoption initiatives.
Identify systemic adoption gaps and recommend scalable interventions, programs, and operating model improvements.
Connect customer adoption trends to broader business outcomes, including retention and growth potential.
Develop executive-ready dashboards, scorecards, and reporting on adoption performance, forecast confidence, emerging risks, and progress against strategic goals.
Lead recurring adoption forecast reviews and business performance discussions, communicating trends, drivers, risks, and recommended actions.
Establish and track KPIs such as adoption penetration, active usage, feature utilization, time to value, adoption velocity, and forecast accuracy.
Deliver concise, insight-driven recommendations to support proactive, data-informed decisions by senior leaders.
Measure the effectiveness of Customer Success programs and translate results into future forecasts and strategic priorities.
Collaborate with Customer Success, Product, Data Science, Business Operations, Sales, and Revenue to align adoption definitions, forecasting assumptions, metrics, and reporting standards.
Influence cross-functional stakeholders, resolve data and measurement gaps, and translate insights into coordinated action.
Champion scalable, repeatable forecasting and planning processes that improve operational rigor and decision-making across Customer Success.