Product Management Director, Salesforce Success Plans for Acquisitions

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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 bring our latest and greatest innovations in the Success Plans offer portfolio to our acquisitions.

In this role, you will dig deep to understand customer needs and go to market of our acquired companies and provide an assessment of whether the Success Plan portfolio can meet those needs as is. Very often M&As require us to reexamine our existing Success Plans features with an intent to deliver enhancements that benefit all Salesforce customers, not just to those using the acquired product. To that end, you will frequently challenge your thinking and that of your leadership by providing unbiased points of view on changes to our existing Success Plans features. You will develop the offer point of view for launching Success Plans for our acquisitions, deliver a business case including defining the offer transition from legacy support/success offerings to Success Plans.

You will have the opportunity to work on some of the most complex and rewarding Success Plans launches and be relied upon to inform and heavily influence how we deliver value to our Customers.

Please note: This is a Customer Success product management role that engages post-acquisition to integrate the acquired company’s support/success portfolio into Success Plans. This role will not be involved in the due-diligence phase.

Responsibilities:

• Demonstrate thought-leadership via the offer strategy & vision for our acquired companies support/success portfolio
• Quickly become an expert in our acquired companies, products, existing support/success portfolio and GTM so you can build comprehensive proposals for launch of Success Plans for these acquisitions
• Collaborate with key stakeholders across Salesforce GTM, M&A, Corp Dev, finance, product/engineering and CS organizations in developing the Success Plans business case for Salesforce’s acquisitions
• Conduct customer and stakeholder research, develop offer POV which includes establishing relevance of Success Plans for the acquisition, rationalization of feature set, and willingness to pay
• Deliver business case with detailed financial modeling (resource costs, investment vs monentization, margins) and customer and feature transition plan for launching Success Plans
• Create outputs in the form of thorough and concise slide decks to secure secure cross-functional senior leadership alignment on recommendations

Minimum Requirements:

• Must be customer-obsessed, curious, and empathic, with a strong sense of ownership and accountability
• Self-organized and have the ability to initiate tasks independently and see them through to completion
• Minimum 10 years of relevant professional experience, including a strong background in product management and/or strategy consulting
• Ability to systematically break down complex problems, document POVs and drive decisions based on data, facts, and logical reasoning
• Ability to create work product-focused materials and outputs, which will include slide decks, financial models, or other written deliverables
• Effective communicator across all levels of the organization, including driving discussions with senior executives
• Demonstrated ability to lead a high-performing cross-functional team without direct managerial responsibilities

Preferred Requirements:

• Experience in Salesforce products and technologies
• M.B.A.
• Prior product management experience in SaaS, public cloud, or Large Enterprise B2B software
• Experience in Support, Success, or Services product management