Product Adoption Specialist - Platform
Salesforce, Atlanta, GA, United States
Role Description
The Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption. This high-impact, cross‑functional role blends rigorous research, data analysis, and program execution. The role acts as a bridge between product innovation and customer realization. It involves tracking adoption, investigating why customers struggle, identifying Adoption Paths that lead to healthy operations, and codifying these insights into scalable programs. The specialist synthesizes insights into strategic recommendations that influence Product, Customer Success, and Digital teams, helping move 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 (e.g., Security, Infrastructure, etc.). Friction Analysis & Resolution: Lead deep‑dose research into stalled implementations to categorize common failure modes and then 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 how we encourage customers to adopt new innovation immediately upon release. Digital Strategy Partnership: Partner with our 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 for how to drive their usage so we can keep customers on the cutting edge of the platform. 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 the 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 the data‑backed playbooks and narratives they need 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 taking a complex technical product and breaking it down 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 get to 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 (e.g., Tableau, CRM Analytics). Passion for innovation and the future of customer success. 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.
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The Customer Success Adoption team is looking for a highly driven and collaborative Product Adoption Specialist to lead research and strategy for Platform Adoption. This high-impact, cross‑functional role blends rigorous research, data analysis, and program execution. The role acts as a bridge between product innovation and customer realization. It involves tracking adoption, investigating why customers struggle, identifying Adoption Paths that lead to healthy operations, and codifying these insights into scalable programs. The specialist synthesizes insights into strategic recommendations that influence Product, Customer Success, and Digital teams, helping move 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 (e.g., Security, Infrastructure, etc.). Friction Analysis & Resolution: Lead deep‑dose research into stalled implementations to categorize common failure modes and then 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 how we encourage customers to adopt new innovation immediately upon release. Digital Strategy Partnership: Partner with our 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 for how to drive their usage so we can keep customers on the cutting edge of the platform. 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 the 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 the data‑backed playbooks and narratives they need 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 taking a complex technical product and breaking it down 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 get to 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 (e.g., Tableau, CRM Analytics). Passion for innovation and the future of customer success. 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.
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