Director, Global Customer Retention Programs

Salesforce; New York (NY); On-site; USD 143,000 - 262,000; Full time

Job summary

Salesforce is seeking a strategic leader to drive a global Customer Success attrition program, reducing churn and protecting high-value accounts. You will orchestrate cross-functional actions with analytics, sales, and services to design scalable interventions and measure impact.

The role requires 12+ years in enterprise SaaS and strong executive communication, with experience in customer retention and a Salesforce background preferred.

Qualifications

• 12+ years in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment.
• 7+ years leading large-scale, cross-functional programs or teams with influence beyond direct authority.
• Deep understanding of customer attrition drivers and retention strategy development.
• Strong analytical skills to partner with data science and analytics teams.
• Ability to define engagement scope and structure contracts with commercial sense.
• Executive presence to communicate with C-level leaders and executives.
• Hands-on Salesforce platform knowledge preferred.

Responsibilities

• Architect and scale a global proactive attrition program to save thousands of accounts.
• Partner with Data Science to identify risk cohorts using data-driven signals.
• Define scope, duration, and commercial structure for tailored interventions.
• Lead cross-functional governance and evidence-driven decision making for executives.
• Develop reporting to track progress, demonstrate impact, and drive recommendations.
• Own stakeholder management across CSMs, AEs, Services, and partners.
• Build scalable long-term offers and feedback loops for customer success.

Skills

Customer Success

Leadership

Customer attrition

Analytical skills

Contract structuring

Executive presence

Salesforce knowledge

Education

Bachelor's degree

MBA or equivalent

Job description

Salesforce is seeking a strategic leader to drive a global Customer Success attrition program, reducing churn and protecting high-value accounts. You will orchestrate cross-functional actions with analytics, sales, and services to design scalable interventions and measure impact.

The role requires 12+ years in enterprise SaaS and strong executive communication, with experience in customer retention and a Salesforce background preferred.