Description

The Mission

At Salesforce, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as the 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 won't just be managing a list; you will be the architect of a global "save" infrastructure. You will unify disparate activities across the company into a cohesive strategy that scales to protect thousands of customers. You will be part of a central orchestration team, 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 Architecture & Scale: Design and operationalize the global framework for proactive attrition programs. Move the needle from 1:1 saves to scalable, program-led interventions that can cover thousands of accounts simultaneously.

• Predictive Intervention Strategy: Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals.

• 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.

• 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.

• 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 to help continuously long term offers geared towards scalable success for the customers

Who You Are

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

Why This Role?

This is a "founding member" opportunity for a high-visibility team. You will have a direct, measurable impact on Salesforce’s financial health and help define the next decade of our customer success strategy.