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, Adoption Programs . This high-impact role is responsible for architecting and leading a proactive, cross-functional program designed to drive adoption of security controls across our accounts.
You won't just be managing a list; you will be the architect of a global security adoption process, moving the needle from 1:1 interventions to scalable, program-led motions.
- Design the Adoption Playbook: Design, launch, and scale a comprehensive end-to-end program focused on driving customer adoption of priority security controls.
- Identify Opportunities for Structured Programs: Find gaps where programs are needed to move customers off legacy security postures and onto the required control set, and support defining the engagement model and structure for scaled interventions that address the root causes of low adoption.
- Cross-Functional Partnership: Adoption is a team sport. Establish relationships and working cadences across the internal Security organization, Product & Customer Success to drive alignment on mandated rollout plans and remediation progress. Create feedback loops to influence roadmap prioritization based on adoption friction and exception patterns.
- Reporting & Impact: Drive a clear reporting framework to track program progress.
- Executive Presence: Regularly present findings, key metrics, and strategic recommendations to senior leadership
- Experience: 8+ years of proven experience in Customer Success, Renewals, or Adoption Programs within an enterprise SaaS environment.
- Program Leadership: Demonstrated ability to build and scale large-scale, cross-functional programs and influence results without direct authority.
- Compliance & Mandate Program Experience: Direct experience leading compliance-driven or mandate programs where customer adoption was a required outcome - such as regulatory rollouts, or security-control mandates.
- Executive Stakeholder Management: Proven track record engaging with internal senior leadership as a trusted advisor and influencing outcomes across peer organizations.
- Analytical Acumen: Strong analytical mindset with the ability to partner with data science teams to turn complex datasets into actionable strategies.
- Technical Familiarity: Hands-on experience with the Salesforce platform and ecosystem is preferred, including familiarity with its shared-responsibility security model.
- Education: Bachelor's degree required; MBA or equivalent advanced degree preferred.
This is a high-visibility, "founding member" opportunity for a strategic leader. You will have a direct, measurable impact on Salesforce's customer trust posture and the security of the customers who rely on our platform, and help define the next chapter of how we operationalize security across our top customer base.
The typical base salary range for this position is $143,400 - $261,500 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $172,200 - $285,300 annually.