Salesforce · 13 hours ago
Director, Customer Success Attrition Programs
Dallas, TX
Full-time
Hybrid
Director/Executive
$164K/yr - $262K/yr
12+ years expSalesforce is the #1 AI CRM, where humans with agents drive customer success together. They are seeking a strategic, results-oriented leader to join their Customer Success Group as the Director of Customer Success Attrition Programs, responsible for architecting and leading a proactive program designed to identify at-risk customers and drive targeted interventions that reduce churn and secure long-term loyalty.
Artificial Intelligence (AI)Cloud ComputingEnterprise SoftwareSaaSSoftwareAgentic AICRMSales Enablement
Responsibilities
Program Architecture & Scale: Design and operationalize the global framework for proactive attrition programs. Move the needle from 1:1 saves to scalable, program-led interventions that can cover thousands of accounts simultaneously
Predictive Intervention Strategy: Partner with Data Science and Analytics to identify cohorts of risk using data-driven signals
Engagement Strategy: Define the scope, duration, and commercial structure for tailored interventions. You will determine the right mix of Success and Services resources needed to bring customers back to health
Cross-Functional Governance: Establish and lead a cross-functional core team to drive alignment and execution. You will create a robust governance model for list review, engagement validation, and the documentation of findings for executive leadership
Reporting & Analytics: Develop and manage a clear reporting framework to track program progress and demonstrate impact. You will regularly present findings, key metrics, and strategic recommendations to the senior leadership team
Stakeholder Management: Serve as the primary point of contact for this initiative, ensuring seamless collaboration and communication between CSMs, AEs, Services, and other key partners
Building scalable solutions: Create feedback loops to help continuously long term offers geared towards scalable success for the customers
Qualification
Required
12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment
7+ years of proven experience leading large-scale, cross-functional programs or teams. Demonstrated ability to influence and drive results without direct authority is critical
Deep understanding of the drivers of customer attrition and experience developing successful retention strategies. Direct experience managing at-risk accounts or leading 'red account' programs is highly desirable
Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies
Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions
Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives
Bachelor's degree required; MBA or equivalent advanced degree preferred
Preferred
Hands-on experience with the Salesforce platform and a deep understanding of its ecosystem
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Kendall Collins
CEO, GovCloud - Salesforce
Recent News
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