About the position
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place. The Customer Success Adoption team is looking for a highly driven and collaborative Director to lead research and strategy for Marketing Cloud adoption. This is a high-impact, cross-functional role that blends rigorous research, data analysis, and executive-level communication to accelerate how customers realize value from their investment in Salesforce. As part of a fast-paced and high-performing team, you will build adoption strategies grounded in customer behavior, industry trends, and Salesforce best practices. You'll lead qualitative and quantitative research efforts, analyze usage patterns across customer cohorts, and synthesize insights into strategic recommendations that influence product, customer success, and executive stakeholders alike.
Responsibilities
- Define adoption excellence strategies using 'lookalike' customer cohorts to scale what works
- Build frameworks to reach admin and business users, capture goals, and measure progress toward business value
- Execute bridge plans that transition current customer success practices into future-state scalable models
- Lead industry research studies to inform Customer Success innovation across product lines
- Deliver high-impact presentations and narratives that engage VP- and SVP-level leaders with actionable insights
Requirements
- 10+ years in management consulting, strategy, or customer success roles focused on B2C SaaS
- Proven ability to generate strategic insights that drive measurable business outcomes
- Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data
- Exceptional executive communication skills and comfort engaging senior leaders with clarity and confidence
- Deep experience leading qualitative and quantitative research in a business setting
- Skilled at cross-functional collaboration and navigating complex organizations with agility and influence
- Familiarity with CRM, SaaS adoption models, and the Salesforce ecosystem (Marketing Cloud a strong plus)
Nice-to-haves
- MBA or advanced degree in business, analytics, or related field
- Proficiency in SQL and data visualization tools (e.g., Tableau)
- Experience with Excel-based modeling, cohort analysis, and business case development
- Passion for AI, innovation, and the future of customer success
Benefits
- Equal opportunity employer
- Inclusive workplace free from discrimination
