Product Management Director - Salesforce Success Plans

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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 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.
• Connect the Dots: You excel at systems thinking and can anticipate the second and third-order effects of a strategic decision. You naturally see how a change in one part of the business impacts another.
• Proven Strategist: You have a background in management consulting, corporate strategy, or a product management role that was heavily focused on monetization and business strategy. You have a portfolio of work that demonstrates your ability to drive significant strategic change.
• Exceptional Communicator: You are a clear, concise writer and presenter. You can create the definitive document that persuades executives and aligns disparate teams on a complex issue.
• Problem-Solver at Heart: You are not content to simply identify problems; you are driven to design the solution and see it through.

Preferred Requirements

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

Note: This role is office-flexible, with the expectation that you will work from a Salesforce office (Seattle/Bellevue, Chicago, Indianapolis, New York, San Francisco or Atlanta) three days per week.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of 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 current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For New York-based roles, the base salary hiring range for this position is $193,800 to $281,100.

For Washington-based roles, the base salary hiring range for this position is $177,600 to $257,600.

For California-based roles, the base salary hiring range for this position is $193,800 to $281,100.

For Illinois based roles, the base salary hiring range for this position is $177,600 to $257,600.