Salesforce Attrition Programs Team - Program Strategy Sr Director 

United States, California, San Francisco 

848228817

Job Category

Job Details

This is not a typical operations role. You are a force multiplier, responsible for architecting the strategy, building the operational engine, and creating the compelling narratives that drive our entire attrition reduction effort. You will transform complex data and ambitious goals into a clear, actionable roadmap and communicate our progress and vision to the highest levels of the organization. If you are a master storyteller who thrives on building structure from ambiguity and driving impactful outcomes, we want to hear from you.

Your Impact & Responsibilities:

Strategic Planning & Roadmap Design:

• Attrition Reduction Strategy: Architect and own the overarching strategy for identifying and saving at-risk customers and growing stable customers. You will define the frameworks for customer health, establish data-driven programs and playbooks for engagement.

• Program Roadmap: Develop and maintain a multi-quarter program roadmap, identifying and prioritizing key initiatives across technology, process refinement, and new strategic tests to continuously improve our retention capabilities.

Operational Excellence & Execution:

• Operating Model Design: Develop the end-to-end operating structure for the Attrition Programs team, defining the rhythm of the business, engagement models, and rules of engagement to ensure maximum efficiency and impact.

• V2MOM & Governance: Drive the development and management of the Attrition Council’s V2MOM (Vision, Values, Methods, Obstacles, Measures), ensuring it serves as the north star for the program. You will own the execution of the operating model, monitor its effectiveness, and make necessary adjustments to keep initiatives on track.

Data-Driven Insights & Executive Storytelling:

• Narrative Development: Translate raw data and complex operational metrics into a clear, compelling story about the root causes of customer churn. Your primary deliverable will often be end-to-end narratives with powerful visuals for executive-level presentations.

• Performance Dashboards: Build and manage a suite of performance dashboards that serve as the single source of truth for program metrics, including at-risk accounts, save rates, revenue saved, and team activity.

Stakeholder Management & Reporting:

• Executive Business Reviews (EBRs): Own the creation and delivery of quarterly business reviews for the CSG executive leadership team. You will synthesize program performance, strategic insights, and forward-looking recommendations into concise, high-impact presentations.

• Cross-Functional Alignment: Design and implement a robust cross-functional alignment model to ensure seamless collaboration with key partners in Sales, Product, and Support, driving a unified approach to resolving customer issues.

Required Qualifications & Experience:

• 12+ years of experience in a Strategy & Operations, Business Operations, Management Consulting, or a similar strategic role, preferably within a high-growth enterprise SaaS environment.

• Mastery of Executive-Level Storytelling: Proven, extensive experience building end-to-end narratives and visually compelling presentations for senior executive audiences. You must be able to transform complex information into a clear, concise, and persuasive story. A portfolio or examples of prior work may be requested.

• Strategic & Operational Expertise: Demonstrated ability to design and implement strategic plans, operating models, and governance frameworks from the ground up.

• Data-Driven Mindset: Strong analytical skills with a proven ability to dissect complex problems, identify root causes using data, and deliver actionable insights.

• Leadership & Influence: Exceptional ability to influence and align stakeholders at all levels, from individual contributors to C-suite executives, in a cross-functional, matrixed organization.

• Customer Success Acumen: Deep understanding of the Customer Success function, customer lifecycle, and the key drivers of churn and retention.

• Program Management: Proven track record of managing large-scale, complex programs and driving them to successful completion.

• Education: Bachelor’s degree required. MBA or equivalent advanced degree is strongly preferred.

• 3+ years of Management Consulting experience preferred.

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Posting Statement

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