Salesforce

Director, Customer Success, Attrition Programs

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • Massachusetts • United States

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Salary

💰 $164,000 - $261,500 per year

Job Level

Lead

About the role

  • Design and operationalize the global framework for proactive attrition programs
  • Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals
  • Define the scope, duration, and commercial structure for tailored interventions
  • Establish and lead a cross-functional core team to drive alignment and execution
  • Develop and manage a clear reporting framework to track program progress and demonstrate impact
  • Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication

Requirements

  • 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment
  • 7+ years of proven experience leading large-scale, cross-functional programs or teams
  • Deep understanding of the drivers of customer attrition and experience developing successful retention strategies
  • Direct experience managing at-risk accounts or leading 'red account' programs is highly desirable
  • Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies
  • Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions
  • Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives
  • Bachelor’s degree required; MBA or equivalent advanced degree preferred
  • Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem
Benefits
  • time off programs
  • medical, dental, vision, mental health support
  • paid parental leave
  • life and disability insurance
  • 401(k)
  • employee stock purchasing program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscustomer retention strategiesattrition program designcross-functional program managementreporting framework developmentcontract structuringaccount managementrisk account managementdata-driven decision makingstrategic consulting
Soft Skills
communicationpresentationcollaborationleadershipanalytical thinkingstrategic thinkingproblem-solvingteam alignmentexecutive reportinginterpersonal skills
Certifications
Bachelor’s degreeMBA