The Customer Success Attrition Programs team is looking for a highly driven, analytically sharp, and cross‐functionally collaborative professional to fill a dual‐mandate role:
Responsibilities
Leading the strategic research and benchmarking needed to build a scalable product adoption roadmap for Salesforce's Customer Success organization, and driving execution of Adoption programs.
Assess Salesforce's customer outcome capabilities across clouds (Sales, Agentforce, Analytics, Slack) on a 1–5 maturity scale and produce cloud‐specific improvement roadmaps.
Analyze the relationship between feature adoption and business outcomes (e.g., close rates, conversions, call deflection) and build executive‐ready decks that make adoption a pull‐based motion.
Establish governance frameworks and guardrails (anonymization, permissioning) for capturing and using customer outcome data at scale.
Benchmark in‐app and out‐of‐app adoption experiences and best‐in‐class CS motions across B2B SaaS and map a clear improvement pathway for Salesforce.
Lead end‐to‐end delivery of CS adoption programs across multiple regions and partnering with cross‐functional stakeholders.
Build and maintain funnel tracking dashboards to ensure visibility and reportability of Adoption program impact.
Develop field enablement toolkits — outreach templates, intake forms, and enablement canvases etc. to ensure partners are equipped to execute.
Benefits
Medical Care
Life Insurance
Retirement Savings
Employee Assistance Programs
With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Qualifications
The ideal candidate thinks like a consultant, operates like a business owner, and communicates like an executive — equally comfortable building a benchmarking framework and running cross‐functional program; MBA preferred; analytics, economics, statistics, or related field a plus.
Excellent cross‐functional collaboration and stakeholder management across Sales, CS, Product, and Operat
📌 Customer Success Product Adoption Director (Italia)
🏢 Altro
📍 Italia