Senior Product Manager, Success Plans Cloud Specializations

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Customer Success Group’s (CSG) product management team is responsible for Salesforce’s Success Plan offer portfolio with which we enable our customers to realize value from their investments in Salesforce products. We work backward from the customer to address their needs across small business, commercial, and enterprise segments. The team is the voice of the customer and market to the rest of the CSG organization and we work across all functions (including Sales, Delivery, Marketing, Operations) within CSG as well as the Salesforce product organizations to continuously enhance the Success Plans offer portfolio.

Role Description:

We are seeking a highly motivated and experienced Product Manager to join our team that is responsible for ensuring all Success Plans features are available and adapted for the entire Customer 360, Salesforce’s portfolio of products.

You will build and manage a prioritized roadmap of Success Plans enhancements for specific products in the Customer 360, bringing the latest and greatest Success Plans innovations to our customers. You will collaborate with cross-functional teams, including Cloud Product Management, Engineering, Sales, and subject matter experts within Customer Success, to understand your specific Customer 360 product(s), their go to market (GTM), and customer use cases, translating these to requirements for enhancing existing capabilities of Success Plans. You will also play a vital role in representing the voice of the customer, incorporating their feedback, and requirements into the roadmap.
 

Responsibilities:

• Define and manage the Success Plans offer roadmap for your specific Customer 360 product(s), ensuring alignment with company goals and customer needs.
• Own requirements gathering process, working closely with customers, Sales, Product Management and Customer Success teams to understand needs and pain points.
• Represent the voice of the customer throughout the product development lifecycle, consistently incorporating their feedback and requirements into the offer development process.
• Define KPIs, measure, and report on the success of your features and launches, incorporating signals back into offer lifecycle process.
• Coordinate product release communications for various components and work closely with Product Marketing Managers to promote products both internally and externally.
• Represent Salesforce as a domain and product expert at customer interactions, industry and corporate events.
• Build and maintain strong relationships with key stakeholders, including customers, internal teams, and executive management, to ensure alignment and drive successful outcomes.
• Stay up-to-date with industry trends, emerging technologies, and offerings in the market to drive innovation and maintain a competitive edge.

Position Qualifications

• Technical Expertise: Strong technical background in one or more of the Customer 360 products. See list here.
• Product Management Experience: Proven track record of driving product strategy, roadmap development, and successful product launches.
• Customer Focus: Deep understanding of customer needs and a customer-centric approach to product management.
• Analytical Skills: Strong analytical and problem-solving skills to analyze complex data, identify trends, and make data-driven decisions.
• Collaboration and Communication: Excellent interpersonal and communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Leadership: Proactive and self-motivated individual with the ability to lead and influence teams without direct authority.
• Results-oriented: Strong focus on delivering measurable results and achieving business objectives.
• Education: A bachelor's degree in Computer Science, Engineering, or a related field is preferred. A Master's degree in business will be a plus.
• Salesforce/MuleSoft/Tableau certification