Description
At Salesforce, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as a Director / Senior Manager, 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, moving the needle from 1:1 interventions to scalable, program-led motions that protect thousands of accounts simultaneously.
What You’ll Do
Design the Attrition Playbook: Design, launch, and scale a comprehensive end-to-end program focused on reducing customer attrition—from early warning signals to global save motions.
Predictive Intervention Strategy: Partner with Data Science and Analytics to identify high-risk cohorts using data-driven triggers and qualitative insights.
Identify Opportunities for Structured Programs: Find gaps where programs are needed to bring customers back to health and support defining the engagement model, structure for scaled interventions that address the root causes of Attrition Risk.
Cross-Functional Partnership: Attrition risk mitigation is a team sport. Establish relationships and working cadences across Sales, Renewals, and CS to drive alignment on areas of risk, forecasts and risk mitigation plans. Create feedback loops into Product and partner teams to develop long-term offers and influence roadmap prioritization based on at-risk account feedback.
Reporting & Impact: Drive a clear reporting framework to track program progress, attrition risk mitigation impact, influenced attrition savings and customer health scores.
Executive Presence: Regularly present findings, key metrics, and strategic recommendations to senior leadership.
What You’ll Bring
Experience: 7+ years of proven experience in Customer Success, Renewals, or Retention-focused roles within an enterprise SaaS environment.
Program Leadership: Demonstrated ability to build and scale large-scale, cross-functional programs and influence results without direct authority.
Domain Expertise: Deep understanding of the drivers of customer attrition and direct experience managing at-risk or "red account" programs.
Analytical Acumen: Strong analytical mindset with the ability to partner with data science teams to turn complex datasets into actionable strategies.
Commercial Skills: Proven ability to understand the commercial aspects of customer rescue missions and performance management of funnels
Technical Familiarity: Hands-on experience with the Salesforce platform and ecosystem is preferred.
Education: Bachelor’s degree required; MBA or equivalent advanced degree preferred.
Why This Role?
This is a high-visibility, "founding member" opportunity for a strategic leader. You will have a direct, measurable impact on Salesforce’s financial health and help define the next decade of our customer success strategy.