Product Director, Customer Success Attrition Programs

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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.

At Salesforce, Customer Success is the foundation of our growth. We believe that long-term customer health begins with the very first interaction. We are hiring for multiple highly analytical and influential Product Directors to join our Customer Success Programs team in a pivotal role, focused on proactively preventing customer attrition.

Required Qualifications & Experience

• 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.

• 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.

• Exceptional Influencing Skills: A track record of successfully influencing senior leadership and cross-functional partners without direct authority. Must be comfortable presenting sensitive data and challenging the status quo in a constructive, collaborative manner.

• Strong Business Acumen: Fluency in key SaaS metrics (Churn, NRR, LTV, CAC) and the ability to translate data into strategic business recommendations.

• Communication & Storytelling: World-class ability to craft and deliver compelling presentations that tell a clear story, supported by data, to an executive audience.

• Education: Bachelor's degree in Business, Finance, Economics, or a related field.

• MBA or equivalent advanced degree is highly preferred

Key Areas We Are Hiring For:

*This posting represents five different Product Director roles. Please carefully review each area to identify if your experience may be a fit for one or more of them*

Sales Strategy

• 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

• Shape sales strategy and compensation from a customer-centric lens and have a measurable impact on our company's net retention

Adoption & Strategy Cloud Lead

• 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, all while upholding our #1 value: Trust.

Professional Services

• 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.

• Responsible for dissecting the anatomy of a successful implementation, building governance models for our partner ecosystem, and creating pathways for customers to modernize their technology stack

• Highly cross-functional role requiring deep collaboration with our Professional Services, Partner/Alliances, and Customer Success teams to build proactive, scalable programs that directly impact customer retention

Product

• Partner closely with our Technology & Products (T&P) organization to analyze, prioritize, and execute high-impact programs that address the root causes of attrition

• Master of turning complex data into actionable strategies and thrive on building cross-functional relationships to drive results

Unleash Your Potential

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. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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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.