Director, Security Adoption Programs - Customer Success

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

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Mission

At Salesforce, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as the 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 won't just be managing a list; you will be the architect of a global "save" infrastructure. You will unify disparate activities across the company into a cohesive strategy that scales to protect thousands of customers. You will be part of a central orchestration team, 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 Architecture & Scale: Design and operationalize the global framework for proactive attrition programs. Move the needle from 1:1 saves to scalable, program-led interventions that can cover thousands of accounts simultaneously.

• Predictive Intervention Strategy: Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals.

• 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.

• 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.

• 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 to help continuously long term offers geared towards scalable success for the customers

Who You Are

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

Why This Role?

This is a "founding member" opportunity for a high-visibility team. You will have a direct, measurable impact on Salesforce’s financial health and help define the next decade of our customer success strategy.

Unleash Your Potential

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.The typical base salary range for this position is $143,400 - $261,500 annually.The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.