Job Specifications
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. Role Description
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. Sample Projects You'll Lead
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 Your Impact
Drive product adoption strategy through a combination of customer data, industry benchmarking, and Salesforce success patterns
Translate complexity into executive-ready content that influences decisions at the highest levels
Proactively identify trends, risks, and opportunities across the customer base to shape enterprise-wide strategy
Partner across functions-including Product Management, Marketing, Data & Analytics, and Customer Success-to align on metrics and adoption frameworks
Build scalable research programs that inform both near-term actions and long-term success motions What We're Looking For
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) Preferred Qualifications
MBA or advanced degree in business, analytics, or related field
Proficiency in SQL and data visualization tools (eg, Tableau)
Experience with Excel-based modeling, cohort analysis, and business case development
Passion for AI, innovation, and the future of customer success Why Join Us?
This is more than a strategy role-it's your chance to shape how Salesforce helps customers move from purchase to real, measurable value. If you thrive at the intersection of insight and influence, strategy and storytelling, we'd love to meet you.
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 require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality for all and are dedicated to creating an inclusive workplace that is free from discrimination. All employees and applicants 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 sta