Data & Analytics (Renewals Programs) Manager

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

Operations

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.

About the Role

The Senior Manager, Data & Analytics – Programs will play a critical role in ensuring Salesforce maximizes the impact of its renewal and growth initiatives. This role will maintain line of sight on critical programs designed to mitigate attrition, improve retention, and grow Annual Order Value (AOV). The role will focus on building rigorous measurement frameworks, conducting ROI analyses to determine program effectiveness, and shaping recommendations on which initiatives should scale, pivot, or sunset.

A core responsibility will be supporting the development of the Loyalty Predictor, Salesforce’s flagship predictive model to identify at-risk customers and influence retention strategy. In addition, this role will partner closely with the Programs team to proactively identify new program opportunities, using data to uncover risks, opportunities, and emerging customer trends.

This is an Individual Contributor position.

Key Responsibilities

• Program Analytics & ROI: Evaluate the impact of customer success programs on renewals, attrition, and AOV growth. Conduct ROI analyses to identify which programs deliver meaningful business outcomes and recommend continuation, scaling, or discontinuation.

• Critical Program Visibility: Develop dashboards, scorecards, and insights to maintain executive-level visibility on critical initiatives tied to renewal performance.

• Loyalty Predictor Development: Partner with data science, analytics, and operations teams to support all aspects of the Loyalty Predictor initiative, including feature design, testing, deployment, and performance tracking.

• Program Opportunity Identification: Work with the Programs team to identify new opportunities for initiatives by analyzing customer risk signals, usage patterns, and revenue opportunities. Provide data-driven recommendations on where to pilot or scale new programs.

• Cross-Functional Collaboration: Act as a strategic partner to Customer Success, Programs, Finance, and Product teams to ensure alignment on program goals, KPIs, and success measures.

• Insights to Action: Translate complex data and analyses into clear, actionable recommendations for senior leadership, influencing program strategy and resource allocation.

• Governance & Repeatability: Establish consistent methodologies and frameworks for measuring program success to ensure scalability and repeatability across cycles.

Desired Skills & Experience

• 5-7 years of experience in analytics, strategy, or business operations, preferably in SaaS or subscription-based businesses.

• Strong background in renewals, attrition, or customer success analytics.

• Proficiency in SQL and data visualization tools (Tableau or similar); Python/R a plus.

• Tableau Certifications are a plus

• Experience with program measurement, ROI analysis, and forecasting models.

• Demonstrated ability to collaborate cross-functionally and influence without direct authority.

• Strong executive communication and data storytelling skills, with ability to simplify complex analyses.

• Experience in predictive modeling, customer health metrics, or loyalty/retention programs strongly preferred

Success in This Role Means

• Providing clear, data-backed insights into which programs drive measurable impact on renewals and AOV.

• Partnering with Programs team to identify and launch new initiatives based on data-driven risks and opportunities.

• Establishing Salesforce’s Loyalty Predictor as a trusted tool for predicting customer attrition risk.

• Enabling leadership to make investment decisions on programs with confidence, backed by rigorous ROI analyses.

• Being a trusted partner across Customer Success, Programs, Finance, and Product by translating data into strategy.

Note: This role is office-flexible, and the expectation is to be in-office a minimum of three (3) times per week.

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. 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 any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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 $117,400 - $177,600 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $140,900 - $193,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.