Strategic Forecasting Lead — Customer Success

100 Salesforce, Inc.; Chicago (IL); On-site; USD 143,000 - 217,000; Full time

Job summary

Salesforce, Inc. in Chicago is seeking a strategic, data-driven Senior Manager, Forecasting & Strategy to lead customer adoption forecasting and planning across Customer Success.

You will translate complex usage and engagement data into insights that inform leadership decisions and drive long-term value. You will build forecasting models, partner with cross-functional teams, and deliver executive-ready dashboards that track adoption, risk, and growth.

Qualifications

• 7+ years of experience in strategy, operations, forecasting, analytics, customer success operations, or a related field.
• Advanced proficiency in Excel or Google Sheets, SQL or Python, and BI tools such as Tableau.
• Demonstrated experience developing forecasts, predictive models, business plans, or performance measurement frameworks.
• Strong analytical skills, with the ability to synthesize complex datasets into clear business insights and actionable recommendations.
• Experience working with customer lifecycle, product adoption, product usage, engagement, retention, or customer health data.
• Proven ability to influence senior stakeholders and drive cross-functional alignment without relying solely on direct authority.
• Strong executive communication and storytelling skills, including the ability to explain forecast assumptions, risks, and business implications.

Responsibilities

• Lead customer adoption forecasting and analytics across Customer Success.
• Develop predictive models and leading indicators to forecast future adoption trajectories, identify customers at risk of stalled adoption, and surface opportunities to accelerate product usage.
• Establish a consistent forecasting methodology, incorporating historical adoption patterns, customer health, implementation progress, success plans, and customer engagement signals.
• Monitor forecast accuracy, identify variances between projected and actual adoption, and continuously refine forecasting assumptions, models, and methodologies.
• Translate adoption data into clear, actionable insights on customer momentum, adoption barriers, risk, and expansion opportunities.
• Partner with Customer Success leadership to develop strategic plans that improve adoption, accelerate time to value, and strengthen customer outcomes across the customer lifecycle.
• Build data-driven frameworks to prioritize customer segments, identify adoption opportunities, and allocate resources where they can have the greatest impact.
• Develop scenario analyses and forward-looking projections to evaluate the potential impact of changes in customer engagement, product launches, enablement programs, and adoption initiatives.

Skills

Excel/Sheets

SQL/Python

Forecasting

Executive storytelling

Customer data analysis

Tools

Tableau

CRM analytics

Job description

Salesforce, Inc. in Chicago is seeking a strategic, data-driven Senior Manager, Forecasting & Strategy to lead customer adoption forecasting and planning across Customer Success.

You will translate complex usage and engagement data into insights that inform leadership decisions and drive long-term value. You will build forecasting models, partner with cross-functional teams, and deliver executive-ready dashboards that track adoption, risk, and growth.