Senior Director, CSG Product Management (Chicago)

Department Overview

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.

Role Overview

As a Senior Director, Product Management, Customer Success Score, you will lead the Customer Success Score product workstreams associated with simplifying and maturing the score for our customers and stakeholders, making improvements to the underlying platform technology, and supporting the integration of new Salesforce products (M&A) into the Customer Success Score. You will develop a sophisticated scoring framework and the required telemetry that quantifies customer health and enables proactive customer engagement, retention, and growth. This role is foundational to translating customer insights into actionable metrics and processes that enhance Salesforce’s overall Customer Success strategy.

Key Responsibilities

• Strategic Leadership for Score Simplification & Platform Modernization: Lead the strategic vision and execution for simplifying and maturing the Customer Success Score methodologies and driving improvements to the underlying platform technology.

• Influential Collaboration: Drive the development of the Customer Success Score by effectively influencing and collaborating with leaders and stakeholder teams across the company.

• Customer Insights and Data-Driven Decision Making: Champion data-informed decisions by leveraging insights from customer feedback, product usage, support interactions, and industry benchmarks.

• M&A Integration Leadership: Lead Customer Success Score roadmap initiatives tied to Mergers & Acquisitions, developing new signals and scoring for each acquired product and defining their on-ramp approach.

• Advocate for Customer Value Realization: Act as a voice of the customer by sharing actionable insights and championing customer needs at Salesforce’s executive level.

Minimum Requirements

• B2B SaaS and Enterprise Software Expertise: Significant experience in B2B SaaS and B2B enterprise software implementation and business use, with a deep understanding of customer success frameworks and scalable product strategies.

• Strategic, Analytical, and Collaborative Skills: Strong strategic thinker with an ability to leverage advanced data analysis and predictive modeling to drive customer engagement and product improvement. Skilled at collaborating and influencing across all levels of an organization, especially in driving alignment with executive and senior leadership.

• Product Management Leadership: Minimum of 10 years of product management experience with demonstrated leadership in highly matrixed, cross-functional environments. Must have a proven track record of successfully scaling products to support hundreds of thousands of customers.

• Scoring Model Expertise: Experience building or optimizing scoring models is highly desirable, with a focus on data-driven metrics that enhance customer health insights and engagement strategies.

• Educational Background: Bachelor’s degree in Business, Engineering, Marketing, Data Science, or a related field; MBA or equivalent experience preferred.

Why Join the Salesforce Customer Success Group?

As the Senior Director of Product Management, Customer Success Score, you will have a significant impact on Salesforce’s commitment to delivering value and success to its customers. This role offers the opportunity to shape and drive strategic initiatives that define Salesforce’s customer experience. If you are passionate about innovation, customer advocacy, and data-driven transformation, we’d love to have you join us in building the future of customer success.

Our Values

At Salesforce, Trust, Customer Success, Innovation, and Equality are more than just words. They are our core values, guiding every decision and every interaction. Join Salesforce and be part of a company dedicated to making technology accessible to all and helping create a future of greater opportunity.