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Job Category

Operations

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.

What You'll Be Doing & Why It Matters
Salesforce is seeking a strategic, data-driven Senior Manager, Forecasting & Strategy to lead customer adoption forecasting and strategic planning across Customer Success. This role will develop forward-looking insights into how customers adopt, consume, and realize value from Salesforce products, enabling leadership to anticipate adoption trends, identify risks and opportunities, and make informed decisions that accelerate customer success.

The ideal candidate combines strong analytical and forecasting capabilities with strategic business acumen and a deep understanding of the customer lifecycle. They will translate complex customer, product usage, engagement, and operational data into actionable insights that help Customer Success leaders prioritize resources, improve adoption outcomes, and drive long-term customer value.

Core Responsibilities & Scope

Customer Adoption Forecasting & Analytics

• Own and evolve customer adoption forecasting models that project product adoption, usage growth, Dollars used across customer segments, products, and portfolios.
• Develop predictive models and leading indicators to forecast future adoption trajectories, identify customers at risk of stalled adoption, and surface opportunities to accelerate product usage.
• Establish a consistent forecasting methodology, incorporating historical adoption patterns, customer health, implementation progress, success plans, and customer engagement signals.
• Monitor forecast accuracy, identify variances between projected and actual adoption, and continuously refine forecasting assumptions, models, and methodologies.
• Translate adoption data into clear, actionable insights on customer momentum, adoption barriers, risk, and expansion opportunities.

Customer Success Strategy & Planning

• Partner with Customer Success leadership to develop strategic plans that improve adoption, accelerate time to value, and strengthen customer outcomes across the customer lifecycle.
• Build data-driven frameworks to prioritize customer segments, identify adoption opportunities, and allocate Customer Success resources where they can have the greatest impact.
• Develop scenario analyses and forward-looking projections to evaluate the potential impact of changes in customer engagement, product launches, enablement programs, and adoption initiatives.
• Identify systemic adoption gaps and recommend scalable interventions, programs, and operating model improvements.
• Connect customer adoption trends to broader business outcomes, including retention and growth potential.

Executive Insights & Business Performance

• Develop executive-ready dashboards, scorecards, and reporting that provide visibility into adoption performance, forecast confidence, emerging risks, and progress against strategic goals.
• Lead recurring adoption forecast reviews and business performance discussions, communicating key trends, underlying drivers, risks, and recommended actions.
• Establish and track key performance indicators, including adoption penetration, active usage, feature utilization, time to value, adoption velocity, and forecast accuracy.
• Deliver concise, insight-driven recommendations that help senior leaders make proactive, data-informed decisions.
• Build a consistent approach to measuring the effectiveness of Customer Success programs and translating results into future forecasts and strategic priorities.

Cross-Functional Leadership

• Collaborate with Customer Success, Product, Data Science, Business Operations and Sales, and Revenue to align on adoption definitions, forecasting assumptions, metrics, and reporting standards.
• Influence stakeholders across functions to drive alignment on priorities, resolve data and measurement gaps, and translate insights into coordinated action.
• Champion scalable, repeatable forecasting and planning processes that improve operational rigor and decision-making across Customer Success.

Minimum Requirements

• 7+ years of experience in strategy, business operations, forecasting, analytics, customer success operations, or a related field.
• Advanced proficiency in Excel or Google Sheets, SQL or Python and experience with BI and analytics platforms such as Tableau, CRM analytics, or comparable tools.
• Demonstrated experience developing forecasts, predictive models, business plans, or performance measurement frameworks.
• Strong analytical skills, with the ability to synthesize complex datasets into clear business insights and actionable recommendations.
• Experience working with customer lifecycle, product adoption, product usage, engagement, retention, or customer health data.
• Proven ability to influence senior stakeholders and drive cross-functional alignment without relying solely on direct authority.
• Strong executive communication and storytelling skills, including the ability to explain forecast assumptions, risks, and business implications.

Preferred Qualifications

• Experience in a SaaS or enterprise software environment, particularly within Customer Success, customer experience, or product-led growth.
• Familiarity with Salesforce products, product adoption metrics, customer success methodologies, and enterprise customer lifecycle management.
• Experience with statistical analysis, predictive analytics, or machine learning to improve forecasting and decision-making.
• Experience building adoption propensity models, customer segmentation frameworks, scenario planning tools, or leading-indicator dashboards.
• Understanding of the relationship between product adoption, customer value realization, renewal outcomes, and long-term customer growth.
• Experience presenting strategic recommendations and business performance insights to senior executives.

What Success Looks Like

• Improved accuracy, consistency, and transparency of customer adoption forecasts.
• Earlier identification of adoption risks and opportunities, enabling proactive intervention by Customer Success teams.
• Increased visibility into future adoption performance across customer segments, products, and portfolios.
• Stronger alignment between Customer Success strategy, product adoption goals, and business outcomes.
• Clear, measurable insights into the effectiveness of adoption programs and Customer Success investments.
• Scalable forecasting and planning capabilities that enable Customer Success leadership to make better resource allocation and strategic decisions.

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 - $216,900 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.