Product Management Director - Salesforce Success Plans

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Job Category

Customer Success

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.

The Customer Success (CS) Success Plan product management organization is responsible for managing Salesforce’s Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans) with which we enable our customers to realize value from their Salesforce technology investments. We work backward from the customer to address their needs across all customer segments (Small Business, Commercial, and Enterprise) and across all Salesforce products. The team is the “voice of the customer and market” to the rest of the CS organization and we work across all functions within CS and the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio.
 

Role Description:

The Salesforce Success Plans proactively sets up customers to be successful by ensuring that customers have the right skills, information, insights, and access to expertise. We are seeking an experienced Product Manager to join our Customer Success product management team to help us ensure we can deliver success to our customers on Salesforce’s latest and greatest product innovations.

Your mission is to understand strategic changes to our Salesforce products and go-to-market, define the precise implications for our Success Plans, and solve for those implications with clear, data-driven solutions. You will be the expert who ensures our service offerings remain aligned, valuable, and successful as our business evolves. You'll also be responsible for driving enhancements and innovations to the Salesforce Success Plan portfolio. In doing so, you will define the product roadmap and work with various stakeholders in sales, delivery, marketing, finance, and operations to bring products to market. 

The ideal candidate has a deep understanding of the Salesforce platform, customer needs, and the specific requirements of the Success Plans. You will also be relied upon to inform and heavily influence how value is delivered to customers.

You will have the opportunity to work on some of the most complex and rewarding problems for our offers and business and be relied upon to inform and heavily influence how we deliver value to our Customers.

What You'll Do

• Define product strategy and roadmap for Success Plans, ensuring alignment with business goals.

• Conduct customer and stakeholder research to understand needs, analyze feedback, and drive innovation.

• Act as a thought leader and craft clear, concise and unbiased point of view documents on necessary changes to features, the portfolio, and the go-to-market (GTM) model.

• Develop and present business cases for new offers or enhancements, including financial modeling, and secure senior leadership alignment.

• Collaborate with cross-functional teams including GTM, product/engineering, and other CS organizations to deliver products and features to market.

• Drive growth and adoption of the Success Plan offers.

• Stay current on industry trends, the competitive landscape, and Salesforce's latest innovations.

Ideal Candidate Profile

• Deep Salesforce Knowledge: You have a strong working knowledge of Salesforce products and a keen understanding of how enterprise software companies go to market.

• A First-Principles Thinker: You don't just accept the status quo. You excel at breaking down ambiguous, complex business problems into their fundamental components and reassembling them into a coherent solution that is defensible with data.

• A Critical Thinker: You won't accept the first answer provided and dig deeper into the whys of issues to get to the core o