Product Director - Customer Success/Marketing Cloud

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

• Define adoption excellence strategies using “lookalike” customer cohorts to scale what works
• Build frameworks to reach admin and business users, capture goals, and measure progress toward business value
• Execute bridge plans that transition current customer success practices into future-state scalable models
• Lead industry research studies to inform Customer Success innovation across product lines
• Deliver high-impact presentations and narratives that engage VP- and SVP-level leaders with actionable insights

• Drive product adoption strategy through a combination of customer data, industry benchmarking, and Salesforce success patterns
• Translate complexity into executive-ready content that influences decisions at the highest levels
• Proactively identify trends, risks, and opportunities across the customer base to shape enterprise-wide strategy
• Partner across functions—including Product Management, Marketing, Data & Analytics, and Customer Success—to align on metrics and adoption frameworks
• Build scalable research programs that inform both near-term actions and long-term success motions

• 10+ years in management consulting, strategy, or customer success roles focused on B2C SaaS
• Proven ability to generate strategic insights that drive measurable business outcomes
• Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data
• Exceptional executive communication skills and comfort engaging senior leaders with clarity and confidence
• Deep experience leading qualitative and quantitative research in a business setting
• Skilled at cross-functional collaboration and navigating complex organizations with agility and influence
• Familiarity with CRM, SaaS adoption models, and the Salesforce ecosystem (Marketing Cloud a strong plus)

• MBA or advanced degree in business, analytics, or related field
• Proficiency in SQL and data visualization tools (e.g., Tableau)
• Experience with Excel-based modeling, cohort analysis, and business case development
• Passion for AI, innovation, and the future of customer success

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