Strategy & Analytics - Senior Manager (Customer Success)

Strategy & Analytics - Senior Manager (Customer Success)

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.

The Role

We are seeking an experienced Senior Manager to accelerate Salesforce’s consumption transformation by shaping how Customer Success (post‑sale function including Customer Success Managers, Renewals Specialists, and Product Specialists) will need to transform with the company’s enterprise‑wide Consumption Strategy across the spectrum of consumption roles, metrics, tools. This role will address a strategic gap at the intersection of GTM design, Customer Success strategy, cross‑product alignment, operational execution, and bridging teams across Customer Success.

This person will be the central strategist pulling all the pieces together for Customer Success to bring a proactive and holistic point‑of‑view to the rest of the company of how Customer Success should be included in the consumption journey.

Responsibilities

• GTM Transformation : Lead the design and evolution of consumption roles, responsibilities, and metrics across the Customer Success function.
• Multi‑Stakeholder Alignment : Orchestrate decision‑making across VP+ stakeholders to drive alignment on GTM accountability, coverage models, compensation strategies, and role clarity.
• Storytelling : Build points‑of‑view that are both quantitative and qualitatively driven to influence the direction of Customer Success.
• Consumption Insights : Lead discovery of the current state consumption business through deep analysis of the business and stakeholder interviews; identify strengths and deficiencies, and key trends to inform recommendations into future potential strategic changes to increase consumption growth.
• Field Execution & Adoption : Translate strategy into executable plans for field teams, including the launch and refinement of the Consumption Plan, and clear roles and responsibilities across jobs to be done by each customer‑facing role in Customer Success.
• Broad Relationship Building : Build strong relationships and influence a broad set of stakeholders across the company, including Sales, Partners, Professional Services, Finance, Product, and Systems.
• Data & Systems Strategy : Drive business case development and technical requirements to support integrated consumption insights, and pass off to the downstream teams for prioritization and implementation.

Basic Requirements

This position is Office Flex (2‑3 days per week in office required)

Salary and Location

For New York‑based roles, the base salary hiring range for this position is $169,600 to $233,200.

For California‑based roles, the base salary hiring range for this position is $169,600 to $233,200.

For Illinois‑based roles, the base salary hiring range for this position is $155,400 to $213,800.

Accommodations

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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. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

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