Platform Adoption Strategy Lead

Role Description Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption. In this high‑impact, cross‑functional role you will blend rigorous research, data analysis, and program execution. You will act as the bridge between product innovation and customer realization, not merely tracking adoption but investigating why customers struggle. You will identify Adoption Paths that lead to healthy operations and codify insights into scalable programs. You will synthesize insights into strategic recommendations for Product, Customer Success, and Digital teams, helping us transition from high‑touch intervention to high‑scale digital guidance. Sample Projects You’ll Lead Evolve Platform Adoption Paths: Analyze usage patterns across our most successful customers to identify the specific feature combinations that drive high retention and agent productivity, such as Security and Infrastructure. Friction Analysis & Resolution: Lead deep‑dive research into stalled implementations, categorize common failure modes, and design programmatic interventions to solve them at scale. Release‑Based Adoption Strategy: Proactively analyze Platform roadmaps to identify high‑value opportunities and create the strategy for encouraging customers to adopt new innovations immediately upon release. Digital Strategy Partnership: Partner with Digital Success teams to translate your research into automated guidance, providing the subject‑matter expertise needed to digitize our success methodology. Your Impact Drive Roadmap Adoption: Ensure that as new Platform features drop we have a clear plan to drive their usage, keeping customers on the cutting edge. Scale Success: Move our adoption strategy from relying solely on CSMs to utilizing data‑backed recommendations that inform our digital channels and scaled programs. Operationalize Value: Create frameworks that allow customers to measure not just usage (e.g., "we set up the console") but outcomes (e.g., "we reduced case resolution time by 20%"). Empower the Field: Equip our field teams with data‑backed playbooks and narratives to drive healthy adoption conversations with Platform leaders. What We’re Looking For 8+ years in Management Consulting, Strategy, or Customer Success roles, ideally with a focus on B2B Service/Support operations. Strategic Problem‑Solving: Proven ability to generate strategic insights that drive measurable business outcomes, moving beyond data reporting to actionable recommendations. Platform Operations Fluency: Familiarity with the metrics that matter to Platform leaders. Adoption Architect: Experience transforming a complex technical product into a step‑by‑step maturity model or success methodology. Data‑Driven Mindset: Strong analytical skills with the ability to identify trends, build frameworks, and guide decisions through data (SQL/Tableau proficiency is a plus). Curiosity & Empathy: A strong desire to "learn the struggle" and interview frustrated admins/business users to uncover the root cause of adoption blockers. Preferred Qualifications MBA or advanced degree in business, analytics, or related field. Experience with Platform and familiarity with impacts to Sales/Service clouds. Proficiency in data visualization tools such as Tableau and CRM Analytics. Passion for innovation and the future of customer success. Why Join Us? This is more than a strategy role—it’s your chance to shape how the world’s leading companies transform their customer service. If you thrive at the intersection of insight and influence, strategy and storytelling, we’d love to meet you. Accommodations If you need a reasonable accommodation during the application or the recruiting process, submit a request via the Accommodations Request Form. We will respond promptly. Candidate Privacy Statement Salesforce uses artificial intelligence (AI) tools to help recruiters assess and evaluate candidates’ resumes and qualifications. Humans ultimately make hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights. Posting Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination for all employees and applicants. Every 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 protected classifications. This policy applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and all other employment activities. Benefits We offer 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. Additional benefit details are available at #J-18808-Ljbffr