Program Strategy Senior Director

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, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as the Senior Director of Customer Success Attrition Programs. This high-impact role is responsible for architecting and leading a proactive, cross-functional program designed to identify at-risk customers and drive targeted interventions that reduce churn and secure long-term loyalty.

You will be the central orchestrator, working with leaders across Analytics, Sales, and Customer Success to build a data-driven framework that saves our most valuable accounts. If you are passionate about customer advocacy, skilled in navigating complex organizational structures, and have a proven track record of mitigating customer risk, this is the role for you.

Key Responsibilities

• Program Leadership: Design, launch, and scale a comprehensive program focused on reducing customer attrition. You will own the strategy from the initial proof-of-concept to a fully operational, global initiative.
• Priority Account Identification: Partner closely with Analytics, the Red Accounts team, Account Executives (AEs), and Customer Success Managers (CSMs) to create and continuously refine a dynamic priority list of at-risk customers using data-driven triggers and qualitative insights.
• Cross-Functional Governance: Establish and lead a cross-functional core team to drive alignment and execution. You will create a robust governance model for list review, engagement validation, and the documentation of findings for executive leadership.
• Engagement Strategy: Define the scope, duration, and commercial structure for tailored interventions. You will determine the right mix of Success and Services resources needed to bring customers back to health.
• Reporting & Analytics: Develop and manage a clear reporting framework to track program progress and demonstrate impact. You will regularly present findings, key metrics, and strategic recommendations to the senior leadership team.
• Stakeholder Management: Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners.
• Building scalable solutions: Create feedback loops into the Offer and other partner teams for development of long term offers geared towards scalable success for the customers.

Qualifications & Required Skills

• Experience: 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment.
• Leadership: 7+ years of proven experience leading large-scale, cross-functional programs or teams. Demonstrated ability to influence and drive results without direct authority is critical.
• Domain Expertise: 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.
• Analytical Acumen: Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies.
• Commercial Skills: Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions.
• Executive Presence: Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives.
• Education: Bachelor’s degree required; MBA or equivalent advanced degree preferred.
• Preferred: Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem.

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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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.