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About the Role

Salesforce is seeking individuals to join the Digital Success Analytics team, which powers decisions for Digital customer experience success. This team is focused on becoming a data-driven enterprise with trusted metrics, self-serve analytics, and AI-ready insights for Customer Success teams. They own the vision, strategy, and execution of the internal Analytics and BI portfolio for Digital Success, aiming to improve digital success experiences, drive product adoption, customer satisfaction, and reduce attrition.

Responsibilities

Analyze customer, case, chat, voice, and in-app behavior to uncover drivers of resolution, deflection, adoption, CSAT, and attrition, and translate findings into clear recommendations for leaders.
Design and execute launch-tracking, A/B and cohort analyses, and comparative assessments to measure and compare product performance, defining consistent KPIs and methodology for trusted and comparable results.
Develop predictive and statistical models for forecasting, segmentation, propensity, anomaly detection, and root-cause analysis, taking them from prototype to production.
Define the North Star and success metrics for the DS portfolio, moving beyond vanity metrics to signals correlating with long-term growth, and support target setting and impact/ROI demonstration.
Establish canonical metric definitions and a common language across all customer success functions, working with Data Engineering to define requirements and validate golden datasets.
Create Tableau dashboards, scorecards, and visualizations to transform analysis into narratives for stakeholders up to the executive level.
Build frameworks, semantic definitions, and enablement for self-serve and AI-augmented analytics using Tableau, MCP, and LLM-based tools.
Define data capture requirements for measuring product success and specify tracking requirements with product and engineering partners.
Apply privacy standards (GDPR/CCPA) in analysis and ensure ethical use of AI/ML models.
Collaborate with business stakeholders to prioritize high-value analytics opportunities and partner with IT Data Engineering, Architecture, Platform, Governance, and Analytics & Data Science teams.
Operate with rigor in agile delivery, maintain clear documentation, and share best practices through storytelling and enablement.

Requirements

Bachelor’s or Master’s degree in Computer Science, Statistics, Data Science, AI, Information Technology, or a related field.
7-8 years of experience in analytics, as a Data Analyst, Analytics Engineer, Data Scientist, or BI Engineer.
Advanced SQL (Snowflake) and Python for analysis, modeling, and automation.
Strong statistical foundation, including probability distributions, hypothesis testing, confidence intervals, p-values, and experiment design.
Experience building predictive or ML models (regression, classification, clustering, time series, anomaly detection).
Proficiency in Tableau and other BI tools.
Familiarity with the Salesforce ecosystem.
Git and basic CI/CD for reproducible, production-ready analytics.
Working knowledge of data modeling concepts (pipelines, medallion architecture).
Ability to find insights and build predictive tools and visualizations for storytelling.
Consulting-style approach: structure ambiguous problems, run hypothesis-driven analyses, prioritize by impact, and present clear recommendations.
Ability to translate complex AI and data science research into practical, actionable solutions.
Strategic thinking about emerging technologies.
Clear communication of findings to technical and executive audiences.
Use AI tools (Claude Code, Gemini, etc.) to automate cleaning and spot anomalies in large datasets.
Use LLMs for prompt engineering to write and debug complex SQL and Python.
Ability to build agentic workflows and skills that automate reporting.

Skills

SQL
Python
Tableau
BI tools
Salesforce ecosystem
Git
CI/CD
Data modeling
Predictive modeling
ML models
Statistical analysis
Experiment design
Prompt engineering
Agentic AI

Location

Remote

Work Type

Full-time

Experience Level

7-8 years

Education Level

Bachelor's degree
Master's degree
PhD

Benefits

Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
The world of work is changing, and Salesforce is looking for Trailblazers passionate about bettering business and the world through AI, driving innovation, and upholding Salesforce's core values.
Agentforce is the future of AI, and the company is looking for individuals to be the future of Salesforce.

Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
Salesforce believes in equality for all and aims to lead the path to equality by creating an inclusive, discrimination-free workplace.
Workplace discrimination is illegal.
Employees and potential employees will be assessed on 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 all aspects of employment, including recruiting, hiring, job assignment, compensation, promotion, benefits, training, performance assessment, discipline, and termination.
Recruiting, hiring, and promotion decisions are fair and based on merit.
Compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education are also based on merit.