Senior Manager, Forecasting & Strategy

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.