Senior Director, Adoption Programs

Salesforce; Atlanta (GA); On-site; USD 250,000 - 380,000; Full time

Job summary

Salesforce is seeking a senior Customer Success leader to design a global diagnostic strategy and orchestrate targeted interventions across multi-cloud environments. This role focuses on data-driven account identification, pipeline visibility, and orchestrating CS/PS resources to unblock stalled progress.

The ideal candidate brings 15+ years of enterprise SaaS program leadership, exceptional strategic thinking, and the ability to establish enterprise KPIs and scalable governance.

Qualifications

• 15+ years of global cross-functional program leadership in enterprise SaaS or multi-cloud environments.
• Ability to define enterprise KPIs and scalable governance models.
• Exceptional workflow design to integrate programs into matrixed organizations.
• Experience with Professional Services or partner-led implementations is a plus.

Responsibilities

• Design global diagnostic strategy across single and multi-cloud environments.
• Leverage telemetry to identify at-risk accounts and missing features.
• Build visibility into pipelines and recovery funnels for health metrics.
• Create recovery playbooks blending CS and PS resources to unblock accounts.
• Identify upstream structural issues with Product/Engineering to prevent stalls.
• Lead cross-functional governance with clear operating models and communication rhythms.

Skills

Enterprise Leadership

Strategic Thinking

Operational Clarity

Process Architecture

Executive Gravitas

Ecosystem Expertise

Ambiguity Navigation

Education

MBA preferred

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.

Responsibilities

• Design Global Diagnostic Strategy: Establish the global strategy, business logic, and telemetry thresholds across single and multi-cloud environments to systematically segment, track, and uncover stalled implementations.
• Data-Driven Account Identification: Leverage organization telemetry and sandbox insights to proactively identify accounts that have not started, are stuck, or are missing foundational product features.
• Build Pipeline Visibility & Recovery Funnels: Architect reporting views and structured process funnels to monitor account progress along the recovery path, ensuring full visibility into health metrics and progression.
• Orchestrate Intervention & Playbooks: Design targeted recovery playbooks and deploy a strategic mix of Customer Success (CS) and Professional Services (PS) resources to systematically unblock accounts.
• Drive Upstream Transformation: Look beyond the immediate pipeline of stalled accounts to isolate systemic, upstream structural issues (e.g., handoff gaps, product barriers). Partner with Product, Engineering, and Alliances to redesign processes and prevent future stalls.
• Lead Cross-Functional Governance: Establish the operating models, communication rhythms, and feedback loops across business units to secure resource allocation and prioritize program execution.

Required Skillset & Key Competencies

• Enterprise Leadership: 15+ years of demonstrated experience managing large-scale, global cross-functional programs that span multiple enterprise SaaS product lines or clouds.
• Ability to think and operate in strategic frameworks
• Operational Clarity & Scale: Proven ability to define clear program ownership, execute a "crawl-walk-run" approach to scaling initiatives, and establish enterprise-level KPIs while managing team capacity.
• Process Architecture: Exceptional workflow-design capabilities, ensuring program frameworks integrate frictionless into matrixed organizational models.
• Executive Gravitas & Influence: A master communicator capable of building "pre-wired" consensus, securing hard commitments from executive stakeholders, and translating complex operational data into compelling business narratives.
• Ecosystem Expertise: Direct experience within Professional Services (PS) or managing partner-led implementation services is a significant plus.
• Ambiguity & Navigation: Exceptional comfort dealing with ambiguity and structural friction, with the political savvy to align disparate teams under shared organizational goals.
• MBA preferred

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

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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