Description

Vice President, Product Adoption (Customer Success)

As Vice President of Product Adoption, you will own Salesforce’s product adoption operating model—ensuring customer usage of our products is intentionally designed to drive measurable customer outcomes at scale. This role sits within Customer Success and is accountable for product adoption being systematically designed, consistently measured, and scalable across Salesforce’s multi-cloud platform.

You will work closely with Salesforce Product teams to define adoption frameworks that reflect product intent, customer usage, and value realization, while establishing common standards and signals that enable adoption to be delivered consistently through AI agents, digital experiences, in-app channels, and expert-led engagements.

Key Responsibilities:

• Lead the definition and evolution of Salesforce’s Product Adoption Framework, establishing a standardized model that connects product usage to customer outcomes across the lifecycle, in partnership with Product teams

• Partner with Product teams to define and maintain feature-level adoption paths for each cloud, ensuring paths are outcome-oriented, usage-based, and grounded in real customer behavior

• Ensure adoption considerations are embedded early in product design, not retrofitted post-launch.

• Define and standardize adoption metrics, signals, and thresholds that reflect meaningful product usage and value realization, and ensure these signals are consistently leveraged across Customer Success Score and Attrition Risk Insights

• Design and run continuous adoption experiments to identify friction, validate assumptions, and improve adoption velocity based on observed customer behavior and data

• Partner with Product and Customer Success offer teams to ensure adoption frameworks and signals are delivered at scale through AI agents, digital experiences, in-app channels, and expert-led engagements.

• Align with Product, Sales, and Customer Success to ensure adoption frameworks are embedded into instrumentation, GTM workflows, and customer engagement models.

• Drive improvements in feature utilization and time-to-value, and strengthen adoption signals that inform expansion and attrition decisions, enabling Customer Success and Sales teams to execute adoption-led growth.

• Build and lead a high-performing adoption team within Customer Success, setting a high bar for product thinking, analytical rigor, and execution in a highly matrixed environment

Minimum Requirements:

• 15+ years of experience in B2B SaaS, with senior leadership roles spanning Product, Customer Success, Growth, or Platform Strategy

• Demonstrated experience operating in a platform company with a complex, multi-product portfolio

• Executive presence and communication skills, with strong judgment and the ability to operate effectively with senior leaders across Product, Customer Success, and Sales

• Proven ability to define and scale product adoption frameworks across multiple products or clouds, including feature-level adoption paths and usage-based measurement

• Strong product and platform fluency, including experience influencing product design, instrumentation, and in-product adoption mechanisms

• Experience defining or leveraging product usage instrumentation and telemetry to drive adoption insights and decisions

• Strong analytical fluency, with experience interpreting adoption and usage data, partnering effectively with analytics teams, and using data to inform experimentation and decisions

• Experience leading experimentation (e.g., A/B testing, usage analysis, behavioral insights) to improve product adoption or engagement

• Proven ability to drive outcomes in highly matrixed environments, influencing senior stakeholders across Product, Sales, and Customer Success

• Experience building systems or frameworks that enable revenue growth and retention, without direct ownership of commercial targets

• Bachelor’s degree required; advanced degree preferred