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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.

Role Overview
We are seeking a Director of Target Setting within our Customer Success organization to design and lead the global framework for setting goals. This is a critical role responsible for translating Salesforce's strategic objectives for customer retention and growth into meaningful, measurable targets. You will partner directly with senior leadership across Customer Success, Product, and Operations to build a world-class goal-setting process that drives customer health and long-term value. Success in this role requires a deep understanding of customer lifecycle management, SaaS adoption metrics, and the ability to link operational targets to financial outcomes.

Key Responsibilities

• Develop, own, and continuously improve the end-to-end global methodology for setting Customer Success performance targets, focusing on key drivers of product adoption, customer health, and value realization.

• Collaborate closely with executive Customer Success leadership to translate company goals for retention and growth.

• Build and maintain sophisticated analytical models to inform goal setting, considering factors like customer segmentation, product usage data, customer health scores, renewal risk, and expansion potential.

• Collaborate with various analytics teams (e.g., Product, Data Science, GTM) to build and maintain sophisticated analytical models that inform goal setting.

• Monitor progress to goals, analyze performance, and provide proactive insights to leadership on trends, risks, and opportunities.

• Conduct deep-dive business analysis to uncover insights, evaluate tradeoffs on business performance. Translate data into meaningful narratives that drive action across the organization. Develop and deliver presentations to senior executives and various levels within their teams.

• Build models to forecast future performance against key goals.

• Proactively identify opportunities to refine the process and methodology, incorporating new data sources, tools, and best practices to improve the accuracy and impact of our customer-centric goals.

• Craft and present compelling, data-driven narratives to senior executives, on goal-setting methodologies, progress and insights.

• Collaborate with various analytics teams and stakeholders at all levels to develop business solutions, as well as laying out next steps for execution. This will include building and maintaining relationships across the organization in order to get the information and help you need along the way.

Qualifications & Experience

• 10+ years in a highly analytical role such as Data analytics, Data Science, or a related field, with a proven track record of developing performance frameworks and predictive models in a large enterprise environment.

• Expert-level proficiency in SQL for complex data extraction and manipulation is required. Hands-on experience building statistical and forecasting models in Python or R. Mastery of a data visualization tool like Tableau to create compelling dashboards and narratives.

• Proven, hands-on experience developing predictive models from the ground up. A deep understanding of statistical methods, machine learning concepts (e.g., regression, clustering for customer segmentation), and time-series forecasting.

• Experience querying and working with large-scale datasets from enterprise data warehouses and CRM systems (Salesforce).

• Exceptional ability to translate complex quantitative analysis and model outputs into clear, actionable insights and strategic recommendations for both technical and non-technical executive audiences.

• Strong business acumen with a deep understanding of SaaS business models, customer lifecycle management, Go-to-Market strategies, and how to connect operational KPIs to financial outcomes .

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously, delivering high-quality results within established timelines.

• Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively with stakeholders at all levels of the organization, including executive-level.

• High comfort with ambiguity and change; ability to influence without authority and drive alignment across matrixed teams.

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

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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.

For Washington-based roles, the base salary hiring range for this position is $177,600 to $257,600.