Description
Department Description
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.
Position Overview
The CSG Product Management Director, Premier Success Plans is responsible for driving the vision, strategy and enhancements for the Salesforce Premier Success Plan offer. As a key member of the product team, you will define the product roadmap, and work with other product managers, and key stakeholder teams in sales, delivery, marketing, finance and operations to bring products to market. The ideal candidate will have a deep understanding of the Salesforce platform, the needs of Salesforce customers, and the specific requirements of the Premier Success Plan offer.
Strategic Leadership & Vision
Success Plan Management: Direct responsibility for managing and enhancing the Premier Success Plan offer
Roadmap Ownership: Lead the definition and alignment of the product roadmap for Premier Success to meet broader business goals.
Customer-Centric Innovation: Act as the "voice of the customer and market," working backward from customer needs to drive product innovation.
Portfolio Growth: Accountable for driving the growth and adoption of the Premier Success Plan offer across the customer base.
Cross-Functional Collaboration
Stakeholder Alignment: Represent the product team to key internal stakeholders and ensure the Premier Success Plan meets diverse customer requirements.
Go-to-Market Execution: Partner with Sales, Marketing, Delivery, Finance, and Operations teams to bring products to market effectively.
Organizational Integration: Work across all functions of the Customer Success organization to enhance the overall customer experience and value delivery.
Operational & Technical Excellence
Market Analysis: Maintain a deep understanding of the competitive landscape and industry trends to stay ahead of market shifts.
Performance Analysis: Utilize strong analytical and problem-solving skills to evaluate customer feedback and offer performance data.
Product Expertise: Leverage a deep technical understanding of the Salesforce platform to align service offerings with technology capabilities.
Minimum Requirements:
10+ years in B2B or SaaS product management
Strong understanding of Salesforce platform and customer segments (Small Business to Enterprise)
Strong data analysis and problem-solving skills
Excellent communication, interpersonal skills, and the ability to work independently or as part of a team.
Preferred Requirements:
M.B.A.
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Background in managing customer success or services-based offerings
Note: This role is office-flexible, with the expectation that you will work from a Salesforce office three (3) days per week.
For roles in San Francisco and Los Angeles: 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.