Description
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