Description
The Customer Success Adoption team is looking for a highly driven and collaborative Director to lead research and strategy for Salesforce Industries Adoption. Salesforce Industries delivers purpose-built, out-of-the-box solutions for sectors including Financial Services, Health & Life Sciences, Manufacturing, Energy & Utilities, and the Public Sector — and our customers are navigating the complex shift from generic CRM deployments to deep, industry-specific digital transformation.
This is a high-impact, cross-functional leadership role that blends rigorous research, data analysis, and executive program execution. You will act as the strategic bridge between Salesforce Industries product innovation and customer value realization. You won’t just track adoption; you will investigate why customers struggle to realize the full potential of industry-specific capabilities, identify the “Adoption Paths” that lead to healthy outcomes in each vertical, and codify those insights into scalable programs. You will synthesize insights into strategic recommendations that influence Product, Customer Success, and Digital teams — helping us move from high-touch intervention to high-scale digital guidance across our entire Industries portfolio.
Your Impact
- Drive Industries Adoption Leadership: Establish yourself as the authoritative voice on adoption strategy across Salesforce Industries, influencing C-suite and product roadmap decisions.
- Scale Success: Move our Industries adoption strategy from relying solely on CSMs to utilizing data-backed recommendations that inform digital channels and scaled programs across all verticals.
- Operationalize Vertical Value: Create frameworks that allow customers to measure industry-specific outcomes — e.g., “reduced claims processing time by 30%” in Financial Services or “improved patient engagement by 25%” in Health Cloud.
- Empower the Field: Equip field teams and executive sponsors with data-backed playbooks and compelling narratives that drive healthy adoption conversations with industry leaders.
- Cross-Functional Executive Influence: Represent the Customer Success org in cross-functional leadership forums, serving as the connective tissue between Industries Product, Sales, and CS leadership.
Requirements
- 12+ years in Management Consulting, Strategy, or Customer Success roles with demonstrated people leadership experience, ideally focused on industry-specific B2B enterprise software.
- Strategic Leadership: Proven ability to generate executive-level strategic insights that drive measurable business outcomes, shaping go-to-market and product strategy.
- Industry Operations Fluency: Familiarity with the metrics and regulatory landscape that matter to leaders across Financial Services, Healthcare, Manufacturing, or Public Sector verticals.
- Adoption Architect: Experience breaking down complex, vertical-specific products into step-by-step maturity models or success methodologies consumable by customers and field teams.
- Data-Driven Mindset: Strong analytical skills with the ability to identify cross-vertical trends, build scalable frameworks, and guide executive decisions through data (SQL/Tableau proficiency a plus).
- People Leadership: Demonstrated ability to lead, mentor, and grow high-performing strategy teams in a fast-paced enterprise environment.
- Curiosity & Empathy: A genuine desire to understand the challenges of industry-specific implementations and translate customer empathy into systemic solutions.
Preferred Qualifications
- MBA or advanced degree in business, analytics, or a related field.
- Hands-on experience with Salesforce Industries products (Financial Services Cloud, Health Cloud, Manufacturing Cloud, Energy & Utilities Cloud, or Public Sector Solutions).
- Familiarity with OmniStudio, Data Cloud, or other Salesforce Industries platform technologies.
- Proficiency in data visualization tools (e.g., Tableau, CRM Analytics).
- Passion for innovation and the future of industry-specific customer success at enterprise scale.