Salesforce Program Strategy Senior Director 

United States, Texas, Dallas 

433857017

Job Category

Job Details

Key Responsibilities

• Program Leadership: Design, launch, and scale a comprehensive program focused on reducing customer attrition. You will own the strategy from the initial proof-of-concept to a fully operational, global initiative.

• Priority Account Identification: Partner closely with Analytics, the Red Accounts team, Account Executives (AEs), and Customer Success Managers (CSMs) to create and continuously refine a dynamic priority list of at-risk customers using data-driven triggers and qualitative insights.

• 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.

• 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.

• 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

Qualifications & Required Skills

• Experience: 12+ years of experience in Customer Success, Account Management, Professional Services, or strategic consulting within an enterprise SaaS environment.

• Leadership: 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.

• Domain Expertise: 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.

• Analytical Acumen: Strong analytical skills with the ability to partner effectively with data science and analytics teams to turn insights into actionable strategies.

• Commercial Skills: Proven ability to define engagement scope, structure contracts, and understand the commercial aspects of customer rescue missions.

• Executive Presence: Exceptional communication and presentation skills, with the ability to articulate complex strategies and report on progress to C-level executives.

• Education: 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.

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Posting Statement

For New York-based roles, the base salary hiring range for this position is $214,800 to $327,600. For Washington-based roles, the base salary hiring range for this position is $196,800 to $300,200.