CSG Product Senior Manager

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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.

Senior Manager, CSG Product Management 

The Customer Success Group (CSG) at Salesforce is dedicated to helping our customers unlock the full value of their Salesforce investments through our robust Success Plans. Success Plans drive customer success by focusing on Product Adoption, Technical Health, and Customer Expertise, providing tailored resources and guidance that empower customers across every stage of their journey. A key feature within Success Plans, the Customer Success Score is an award-winning, industry-first capability that enables customers to measure and track their success with Salesforce. This innovative score offers actionable insights that support proactive engagement, helping customers optimize their experience and achieve their strategic objectives with Salesforce.

About the Role:

 As a Senior Manager, CSG Product Management, you will drive the operational success of our innovative Customer Success Score. We are seeking a highly organized and proactive individual to provide essential operational support to our expanding team of Product Managers who are driving the ideation, development, and implementation of this critical capability.

Key Responsibilities:

Product Performance Analytics: You will define detailed business requirements and work collaboratively to build and maintain Tableau dashboards that effectively track and report on critical product Key Performance Indicators (KPIs). You will develop a deep understanding of these KPIs, proactively identifying trends and propose data-backed strategies for improvement.

Executive Reporting & Communication: You will facilitate Monthly Business Review (MBR) meetings with executive stakeholders, presenting comprehensive reports on key performance indicators, operational metrics, and progress on strategic process improvements.

Customer Insights & Feedback Management: You will design and implement scalable mechanisms for gathering feedback from both internal teams and external customers. You will then synthesize this feedback and effectively input it into a product backlog management tool.

Product Backlog Optimization: You will be responsible for leading periodic review sessions with product managers to evaluate new feature requests and ensure alignment with product strategy.

Go-to-Market Enablement content: You will oversee the process of updating, organizing, and maintaining comprehensive enablement content for each product release, ensuring customers and internal teams are well-equipped.

Driving a Data-Informed Culture: You will be a strong advocate for data-driven decision-making, proactively leveraging insights derived from customer feedback, product usage analytics, support interactions, and industry benchmarks to inform product strategy and prioritization.

Strategic Cross-Functional Partnerships: You will cultivate strong working relationships and collaborate closely with Product Management, Data Science, Engineering, User Experience (UX), Sales, Customer Success Group (CSG), and Marketing teams to seamlessly integrate customer health insights into all facets of the Salesforce customer journey.

Minimum Requirements:

• 5+ years of proven business analytics and/or product management  experience, demonstrating success in complex, cross-functional organizations.

• Proficiency in data visualization (Tableau preferred), SQL, databases, and data modeling.

• Deep understanding of the B2B SaaS and enterprise software landscape, with significant experience delivering scalable software solutions to a large customer base.

• Strong strategic thinking capabilities with a track record of leveraging advanced data analysis and predictive modeling to drive process optimization and KPI improvement.