Data & Analytics (Renewals Programs) Manager

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 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. About the Role The Senior Manager, Data & Analytics – Programs will play a critical role in ensuring Salesforce maximizes the impact of its renewal and growth initiatives. This role will maintain line of sight on critical programs designed to mitigate attrition, improve retention, and grow Annual Order Value (AOV). The role will focus on building rigorous measurement frameworks, conducting ROI analyses to determine program effectiveness, and shaping recommendations on which initiatives should scale, pivot, or sunset. A core responsibility will be supporting the development of the Loyalty Predictor, Salesforce’s flagship predictive model to identify at-risk customers and influence retention strategy. In addition, this role will partner closely with the Programs team to proactively identify new program opportunities, using data to uncover risks, opportunities, and emerging customer trends. This is an Individual Contributor position. Key Responsibilities Program Analytics & ROI: Evaluate the impact of customer success programs on renewals, attrition, and AOV growth. Conduct ROI analyses to identify which programs deliver meaningful business outcomes and recommend continuation, scaling, or discontinuation. Critical Program Visibility: Develop dashboards, scorecards, and insights to maintain executive-level visibility on critical initiatives tied to renewal performance. Loyalty Predictor Development: Partner with data science, analytics, and operations teams to support all aspects of the Loyalty Predictor initiative, including feature design, testing, deployment, and performance tracking. Program Opportunity Identification: Work with the Programs team to identify new opportunities for initiatives by analyzing customer risk signals, usage patterns, and revenue opportunities. Provide data-driven recommendations on where to pilot or scale new programs. Cross-Functional Collaboration: Act as a strategic partner to Customer Success, Programs, Finance, and Product teams to ensure alignment on program goals, KPIs, and success measures. Insights to Action: Translate complex data and analyses into clear, actionable recommendations for senior leadership, influencing program strategy and resource allocation. Governance & Repeatability: Establish consistent methodologies and frameworks for measuring program success to ensure scalability and repeatability across cycles. Desired Skills & Experience 5-7 years of experience in analytics, strategy, or business operations, preferably in SaaS or subscription-based businesses. Strong background in renewals, attrition, or customer success analytics. Proficiency in SQL and data visualization tools (Tableau or similar); Python/R a plus. Tableau Certifications are a plus Experience with program measurement, ROI analysis, and forecasting models. Demonstrated ability to collaborate cross-functionally and influence without direct authority. Strong executive communication and data storytelling skills, with ability to simplify complex analyses. Experience in predictive modeling, customer health metrics, or loyalty/retention programs strongly preferred Success in This Role Means Provi ... (truncated, view full listing at source)