About the role

Role Overview

Join Salesforce’s Customer Success Adoption team as a Product Adoption Strategy Manager (Platform). This cross-functional role leads research and strategy for platform adoption, bridging product innovation and customer realization.

Responsibilities

Lead research and platform adoption strategy, partnering with digital success teams to scale guidance.
Analyze usage patterns across successful customers to identify feature combinations that improve retention and productivity.
Conduct friction analysis to uncover adoption blockers and reduce high-touch intervention.
Develop release-based adoption strategies.
Create measurement frameworks so customers can track not only usage, but outcomes and operational value.
Provide insights that influence product, customer success, and digital teams.

Requirements

Demonstrated strategic problem solving with the ability to translate insights into measurable business outcomes.
Experience acting as an adoption architect: breaking down complex technical products into structured maturity models or success methodologies.
8+ years in Management Consulting, Strategy, or Customer Success (ideally in B2B service/support operations).
Data-driven mindset: strong analytical skills to identify trends and guide decisions through data.
Curiosity and empathy: ability to interview frustrated admins/business users to diagnose root causes.
Platform operations fluency and understanding of relevant platform metrics.
MBA or advanced degree in business, analytics, or related field.
Familiarity with Sales/Service clouds and how platform changes impact them.

Nice-to-Haves

SQL and Tableau proficiency.
Experience with CRM Analytics.
Data visualization expertise (e.g., Tableau, CRM Analytics).

About Salesforce

Salesforce is a leading enterprise software company providing cloud-based customer relationship management (CRM) and customer success platforms. It supports businesses with tools for sales, service, marketing, and analytics, enabling organizations to improve customer experiences and operational efficiency.