Strategic Renewals & Retention Analytics Lead

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Data

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.

Job Description

The Strategic Renewals & Retention Analytics Lead will play a crucial role in supporting the explosive growth of Salesforce. This role is a hybrid of traditional jobs in strategic planning, sales/post-sale strategy, business operations, reporting, and analysis – requiring a mix of market analysis, account optimization, and business operational support. This role is part of a high-performance team composed of Operations leads from a variety of backgrounds and areas of expertise. Success in this role means assisting the Customer Success Group (CSG) to drive the continued success of Salesforce by supporting our customer success strategy. Sample projects range from the strategic to the very operational including supporting the creation of the retention strategy, evaluating growth opportunities, business planning, customer segmentation, and regular review of key performance metrics.

The deliverables include detailed analytic models, custom performance analysis, building scalable reporting, and packaging findings into presentation-ready content for Salesforce executives. The role requires interaction with various areas of the organization and provides exposure to senior executives. This integral role within the Renewals Operations function will collaborate deeply with internal Operations partners to standardize data definitions, streamline cross-functional workflows, and ensure a unified "source of truth" that eliminates friction between regional and global reporting. For the Manager track, responsibilities extend to partnering with Renewals, Sales Strategy, Finance, and Product to proactively identify attrition drivers and mitigation strategies, as well as collaborating with Data Engineering to enhance data infrastructure and governance.

The successful candidate will have relentless curiosity and possess a passion for creating innovative analysis to identify opportunities. Moreover, this person will excel at extracting insights from data and converting ideas to action.

Responsibilities:

• Deliver recommendations and insights that support senior stakeholders (VPs and SVPs) in managing their KPIs.

• Proactively identify trends, risks, and opportunities in the business to influence and set market/account strategy.

• Conduct deep dive analyses on attrition leveraging large volumes of datasets using SQL, Tableau, Python, etc., to identify drivers and mitigation strategies.

• Understand the underlying data architecture supporting Customer Success and collaborate with Data Engineering to enhance data infrastructure and data governance.

• Identify and optimize the true drivers of financial performance, productivity, customer engagement, and other metrics.

• Develop Business Intelligence (BI) dashboards for use by global leaders and field teams in the Customer Success Group, including self-service reporting toolkits.

• Support automation and enhancement of key processes to improve accuracy, timeliness, and scalability of insights delivered.

• Assist in developing and delivering presentations for senior executives to engage with their leaders or counterparts.

• Drive cross-functional alignment by partnering with Forecasting to validate renewal/expansion predictability, Strategy to provide the data-driven foundation for market pivots, and Program leads to measure and iterate on the efficacy of global operational initiatives.

• Serve as a mentor and technical thought leader for junior team members, fostering a culture of analytical excellence and providing guidance on best practices for data storytelling, complex modeling, and executive communication.

Desired Skills/Experience:

• 5+ years of business analytics and/or business operations experience.

• Self-starter and a high degree of motivation to go above and beyond the task at hand; ability to work autonomously without constant supervision.

• Bachelor’s degree in the quantitative field from an accredited university. MBA or Masters in a technical field a plus.

• Valuable work experience focused on quantitative analysis, Excel, and logical reasoning.

• Proficiency with SQL (Snowflake expertise preferred for Manager track) and Tableau (or a similar data visualization tool). Python and/or R a plus.

• Experience creating BI dashboards and assets end-to-end; from initial scoping, data wrangling, asset creation and deployment.

• Familiarity with CRM, data management, and the use of AI in daily operations.

• Strong communication skills, both written and verbal, with strong presentation skills.

• Team player able to lead and work effectively at all levels of an organization with the ability to influence others to move toward consensus.

• Strong situational analysis, negotiation, and decision-making abilities.

• Detail and quality-oriented with the desire to quickly learn new concepts, business models, and technologies.

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

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $135,400 - $186,300 annually. 

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.