Salesforce

Senior Manager/Director, Attrition Programs - Customer Success

Salesforce • $143K — $261K *
Chicago, IL 60629In-Person
Business Services
11 - 15 years of experience
Reposted Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 12+ years in Customer Success, Account Management or strategic consulting in an enterprise SaaS environment.
  • 7+ years leading large-scale, cross-functional programs without direct authority.
  • Strong understanding of customer attrition drivers and retention strategies.
  • Proficient in partnership with analytics to create actionable responses.
  • Skilled at shaping engagement scopes and understanding commercial rescue aspects.
  • Exceptional communication and presentation skills for C-level interactions.
  • Bachelor's degree required; MBA or equivalent preferred.
  • Experience with Salesforce platform preferred.

Responsibilities

  • Design the global framework for proactive attrition programs.
  • Collaborate with Data Science to identify at-risk customer cohorts.
  • Define tailored intervention strategies based on customer needs.
  • Lead a cross-functional team to align efforts and execute strategies.
  • Develop a reporting framework to showcase program effectiveness.
  • Act as the point of contact for collaboration across departments.
  • Create feedback loops for continuous improvement of customer success.

Benefits

  • Time off programs
  • Medical, dental, and vision insurance
  • Mental health support
  • Paid parental leave
  • Life and disability insurance
  • 401(k) plan
  • Employee stock purchasing program
Full Job Description
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
Customer Success

Job Details

At Salesforce, our customers' success is our success. We are seeking a strategic, results-oriented leader to join our Customer Success Group as a Director / Senior Manager, Attrition Programs. This high-impact role is responsible for architecting and leading a proactive, cross-functional program designed to identify at-risk customers and drive targeted interventions that reduce churn and secure long-term loyalty.

You won't just be managing a list; you will be the architect of a global "save" infrastructure, moving the needle from 1:1 interventions to scalable, program-led motions that protect thousands of accounts simultaneously.

What You'll Do
  • Design the Attrition Playbook: Design, launch, and scale a comprehensive end-to-end program focused on reducing customer attrition-from early warning signals to global save motions.
  • Predictive Intervention Strategy: Partner with Data Science and Analytics to identify high-risk cohorts using data-driven triggers and qualitative insights.
  • Identify Opportunities for Structured Programs: Find gaps where programs are needed to bring customers back to health and support defining the engagement model, structure for scaled interventions that address the root causes of Attrition Risk.
  • Cross-Functional Partnership: Attrition risk mitigation is a team sport. Establish relationships and working cadences across Sales, Renewals, and CS to drive alignment on areas of risk, forecasts and risk mitigation plans. Create feedback loops into Product and partner teams to develop long-term offers and influence roadmap prioritization based on at-risk account feedback.
  • Reporting & Impact: Drive a clear reporting framework to track program progress, attrition risk mitigation impact, influenced attrition savings and customer health scores.
  • Executive Presence: Regularly present findings, key metrics, and strategic recommendations to senior leadership.


What You'll Bring
  • Experience: 7+ years of proven experience in Customer Success, Renewals, or Retention-focused roles within an enterprise SaaS environment.
  • Program Leadership: Demonstrated ability to build and scale large-scale, cross-functional programs and influence results without direct authority.
  • Domain Expertise: Deep understanding of the drivers of customer attrition and direct experience managing at-risk or "red account" programs.
  • Analytical Acumen: Strong analytical mindset with the ability to partner with data science teams to turn complex datasets into actionable strategies.
  • Commercial Skills: Proven ability to understand the commercial aspects of customer rescue missions and performance management of funnels
  • Technical Familiarity: Hands-on experience with the Salesforce platform and ecosystem is preferred.
  • Education: Bachelor's degree required; MBA or equivalent advanced degree preferred.


Why This Role?

This is a high-visibility, "founding member" opportunity for a strategic leader. You will have a direct, measurable impact on Salesforce's financial health and help define the next decade of our customer success strategy.

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.

About Salesforce

ExactTarget is a provider of on-demand email marketing software solutions. Their suite of on-demand one-to-one marketing applications enables clients to send business-critical and event-triggered communications to increase sales, optimize marketing investments, and strengthen customer relationships. They offer four editions of their on-demand software application along with integrated solutions such as ExactTarget for AppExchange and ExactTarget for [Microsoft](/organization/Microsoft) Dynamics CRM.

Salesforce Careers

Joining Salesforce means becoming part of a dynamic, global team of professionals who are deeply committed to driving customer success and innovation. As the world's leading Customer Relationship Management (CRM) platform, Salesforce offers unparalleled job opportunities in technology and consulting, making it an ideal place for ambitious individuals looking to make a significant impact.

Work You'll Do

At Salesforce, every position is a chance to leverage your skills and creativity to transform businesses and industries. Our diverse team of experts collaborates to deliver cutting-edge solutions that foster growth and enhance leadership capabilities. By joining our team, you'll be at the forefront of digital innovation, using Salesforce's powerful platform to help clients navigate their transformation journeys.

Innovate and Lead

Salesforce is not just a company; it's a community where you can lead with your ideas and see them come to life. Our culture of innovation encourages you to challenge the status quo and push the boundaries of what's possible. With Salesforce, you'll work alongside leaders in technology and business who are committed to your growth and professional development.

Career Growth and Opportunities

Whether you're looking for an internship, a full-time position, or leadership roles, Salesforce provides a wealth of opportunities to advance your career. Our commitment to professional growth is reflected in our robust training programs, including leadership development and diversity training, designed to help you excel at every stage of your career.

Be Part of a Great Team

Salesforce prides itself on a culture that values diversity, teamwork, and open communication. We believe that our strength lies in our people, and we're committed to creating an environment where everyone can thrive. Joining our team means being part of a supportive community that encourages networking and collaboration.

Benefits and Culture

At Salesforce, we understand that job satisfaction extends beyond the office. That's why we offer competitive benefits to support the health, well-being, and financial security of our employees and their families. From health insurance and retirement plans to wellness programs and flexible working arrangements, we provide the benefits that contribute to a better work-life balance.

Explore Job Opportunities

Ready to take the next step in your career? Explore the wide range of employment opportunities at Salesforce. From technical roles to customer engagement positions, we are continuously hiring talented individuals who are passionate about making a difference.

Stay Connected

Keep up to date with the latest at Salesforce by following our careers blog. Gain insights from the people who work here and learn how you can bring your career to the next level with Salesforce.

Apply Now

Are you ready to join a company that's leading the way in CRM technology? Search open positions that match your skills and interests on our careers page. Tailor your resume, prepare for your interview, and take the first step towards a rewarding career at Salesforce.

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Join Salesforce today and be part of a company that's shaping the future of technology, fostering a culture of innovation, and building a more equitable world.
Learn more about Salesforce
Size
73,541 employees
Market Cap
$130.4 billion
Industry
Enterprise Technology
Net Income
$4 billion
Founded
2000
5 Year Trend
+25.7%
Revenue
$21.2 billion
NASDAQ
CRM
* Ladders Estimates

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