Vice President, Product Adoption (Customer Success)

Salesforce•Indianapolis, IN

About The Position

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. Vice President, Product Adoption (Customer Success) As Vice President of Product Adoption, you will own Salesforce’s product adoption operating model—ensuring customer usage of our products is intentionally designed to drive measurable customer outcomes at scale. This role sits within Customer Success and is accountable for product adoption being systematically designed, consistently measured, and scalable across Salesforce’s multi-cloud platform. You will work closely with Salesforce Product teams to define adoption frameworks that reflect product intent, customer usage, and value realization, while establishing common standards and signals that enable adoption to be delivered consistently through AI agents, digital experiences, in-app channels, and expert-led engagements.

Requirements

15+ years of experience in B2B SaaS, with senior leadership roles spanning Product, Customer Success, Growth, or Platform Strategy
Demonstrated experience operating in a platform company with a complex, multi-product portfolio
Executive presence and communication skills, with strong judgment and the ability to operate effectively with senior leaders across Product, Customer Success, and Sales
Proven ability to define and scale product adoption frameworks across multiple products or clouds, including feature-level adoption paths and usage-based measurement
Strong product and platform fluency, including experience influencing product design, instrumentation, and in-product adoption mechanisms
Experience defining or leveraging product usage instrumentation and telemetry to drive adoption insights and decisions
Strong analytical fluency, with experience interpreting adoption and usage data, partnering effectively with analytics teams, and using data to inform experimentation and decisions
Experience leading experimentation (e.g., A/B testing, usage analysis, behavioral insights) to improve product adoption or engagement
Proven ability to drive outcomes in highly matrixed environments, influencing senior stakeholders across Product, Sales, and Customer Success
Experience building systems or frameworks that enable revenue growth and retention, without direct ownership of commercial targets
Bachelor’s degree required; advanced degree preferred

Responsibilities

Lead the definition and evolution of Salesforce’s Product Adoption Framework, establishing a standardized model that connects product usage to customer outcomes across the lifecycle, in partnership with Product teams
Partner with Product teams to define and maintain feature-level adoption paths for each cloud, ensuring paths are outcome-oriented, usage-based, and grounded in real customer behavior
Ensure adoption considerations are embedded early in product design, not retrofitted post-launch.
Define and standardize adoption metrics, signals, and thresholds that reflect meaningful product usage and value realization, and ensure these signals are consistently leveraged across Customer Success Score and Attrition Risk Insights
Design and run continuous adoption experiments to identify friction, validate assumptions, and improve adoption velocity based on observed customer behavior and data
Partner with Product and Customer Success offer teams to ensure adoption frameworks and signals are delivered at scale through AI agents, digital experiences, in-app channels, and expert-led engagements.
Align with Product, Sales, and Customer Success to ensure adoption frameworks are embedded into instrumentation, GTM workflows, and customer engagement models.
Drive improvements in feature utilization and time-to-value, and strengthen adoption signals that inform expansion and attrition decisions, enabling Customer Success and Sales teams to execute adoption-led growth.
Build and lead a high-performing adoption team within Customer Success, setting a high bar for product thinking, analytical rigor, and execution in a highly matrixed environment