Customer Success Product Adoption Director

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Role Description

The Customer Success Adoption team is looking for a highly driven and collaborative professional to guide research strategy.   As part of a high-performance, fast-paced, and collaborative team, your role will involve research to build a comprehensive product adoption strategy based on both industry trends and Salesforce’s best practices gleaned through years of being a pioneer and innovator in driving customer success.  Successful candidates will be able to use data to drive insights, organize qualitative and quantitative research, and have a passion for learning and leveraging AI, to provide strategic recommendations, and build scalable assets that ensure customers get value from their investments with our services and technologies.

Sample projects range from defining adoption excellence strategy based on cohort “lookalikes”, developing a scalable framework to reach admin and business users,  capture goals, reaches measure customers’ achievement of business value while maintaining our #1 Value (Trust), and leading research studies of the latest industry trends for driving SaaS adoption to impact innovations in our customer success motions.  

Your Impact

• Develop and deliver presentations for senior executives to engage with their leaders or counterparts

• Conduct competitive analysis and benchmarking to build scalable frameworks that drive best-in-class product adoption.

• Deliver & execute on a bridge plan scaling current practices to meet recommended state.

• Deliver recommendations and insights that support senior stakeholders (VPs and SVPs) in managing their critical metrics

• Proactively identify trends, risks, and opportunities in the business to influence and set strategy

• Align and partner with Customer Success stakeholders and cross-functional executives (Product Management, Data and Analytics, Marketing, etc) to deliver insights for the end-to-end product adoption life cycle

Requirements

• 10+ years of experience in management consulting, preferably guiding customers in getting value from B2B SaaS products

• Proven track record of delivering strategy and insight work with measurable business outcomes

• Expertise in the research craft and its execution in a business environment

• Excellent cross-disciplinary collaboration skills and strong organizational agility

• Strong leadership and management expertise

• Executive-level presentation skills in business and technical contexts

• Experience in navigating complex organizational issues and driving results using both collaborative and directive management styles.

• MBA preferred.  Analytics, business intelligence, economics, statistics, or applied mathematics education a plus.

• Self-starter and a high degree of motivation to go above and beyond the task at hand

• Proficiency with SQL and Tableau (or a similar data visualization tool) a plus

• Valuable work experience focused on quantitative analysis, Excel, and logical reasoning

• Familiarity with CRM landscape and Salesforce stack

Note: this role is office-flexible, and the expectation is to be in-office a minimum of three (3) days per week.

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