Senior Manager/Director, Attrition Programs – Customer Success

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $143,400 - $261,500 annually. 

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.