Senior Director, Adoption Programs
AI summary of the role
Senior Director-level program leadership role in Salesforce's Customer Success organization, focused on driving customers from point of sale into value-driving Success Plan engagements.
What you’ll do
- Design global diagnostic strategy and telemetry thresholds across single and multi-cloud environments to segment and track stalled implementations.
- Leverage telemetry and sandbox insights to proactively identify accounts that haven't started, are stuck, or lack foundational features.
- Architect reporting views and recovery funnels to monitor account progress and health metrics.
- Design recovery playbooks and deploy CS/PS resources to systematically unblock accounts.
What you’ll bring
- 15+ years managing large-scale, global cross-functional programs across multiple enterprise SaaS product lines or clouds.
- Proven ability to define program ownership, execute crawl-walk-run scaling, and establish enterprise-level KPIs.
- Exceptional workflow design and process architecture skills for matrixed organizations.
- Executive-level communication and influence to secure commitments from stakeholders.
Technologies
Salesforce · Customer Success · Professional Services · telemetry · sandbox · SaaS · multi-cloud
About Salesforce
Salesforce sells CRM, data, integration, analytics and collaboration software now unified around Agentforce AI agents for enterprise customer workflows.
Public · 5000+ people
Source and classification
Customer adoption & accounts · Evidence for this classification:
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. We are seeking a Senior Director, Programs within the Customer Success
More from the job description
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. We are seeking a Senior Director, Programs within the Customer Success organization to drive a critical outcome: ensuring customers seamlessly transition from the point of sale into value-driving Success Plan engagements. You will achieve this by designing and executing a global program strategy to systematically diagnose, unblock, and accelerate accounts stalled during this transition. Success requires deep cross-functional collaboration with Professional Services, Security, Product, and Partner teams to orchestrate initiatives that deliver systemic, long-term busine [... source excerpt omitted ...] overy 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 t [... source excerpt omitted ...] 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. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make
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