CSG Director – Attrition Programs, Product Adoption

Salesforce

. Assess Salesforce's customer outcome capabilities across clouds (Sales, Agentforce, Analytics, Slack) on a 1–5 maturity scale and produce cloud-specific improvement roadmaps .

Posted 5/1/2026full-timeSan Francisco • California, Illinois, Massachusetts, New York • 🇺🇸 United StatesLead💰 $164,000 - $261,500 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer outcome analysisfeature adoption analysisgovernance frameworksfunnel tracking dashboardsbenchmarkingoutcome metricsqualitative synthesisquantitative analysiscohort analysisadoption metrics

Soft Skills

analytical skillscross-functional collaborationstakeholder managementexecutive-level communicationnarrative developmentstrategic insight deliveryoperational program executionleadershiporganizational skillsproblem-solving

Certifications

MBA