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Job Category
Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Role Description
The Customer Success Group’s (CSG) 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 CSG organization and we work across all functions within CSG and the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio.
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, with responsibility of ensuring our acquisitions are covered by all the latest and greatest innovations in the Success Plans offer portfolio. In this role, the product manager will understand customer needs across segments and ensure that the Success Plan portfolio can meet those needs. 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.
Your Impact
- Demonstrate thought-leadership via the offer portfolio strategy & vision, connecting it to Salesforce’s overall strategy.
- Quickly become an expert in these acquired products, their 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, product/engineering and CSG organizations in developing and managing the Success Plans offer roadmap for Salesforce’s acquisitions.
- Work backward from customers, to develop Success Plan features and functionality to help customers realize maximum value from their Salesforce investments.
- Have accountability for the end-to-end lifecycle for the Success Plan product starting with concept definition, launch, customer experience, and successfully growing the business.
- Use data and insights from customers, partners, sales, and delivery teams to develop points of view and feature recommendations for Success Plan portfolio.
- Have accountability for post-launch success of the offers and features, including customer adoption and financial success.
Minimum Requirements
- Must be customer-obsessed, curious, and empathic, with a strong sense of ownership and accountability.
- 10+ years of Product Management experience, with experience bringing new products to market and growing products into successful businesses.
- Product management experience in SaaS, public cloud, or Large Enterprise B2B software.
- Experience in Support, Success, or Services product management.
- Prior experience integrating acquired company’s product/services portfolio is a plus.
- Ability to systematically break down complex problems and articulate POVs for solving.
- Effective communicator across all levels of the organization, including driving discussions with senior executives.
- Demonstrated ability to lead a high-performing cross-functional team and foster a culture of innovation and collaboration.
Preferred Requirements
- Experience leading product management teams and managing multi-product portfolios.
- Experience in Salesforce products and technologies.
- M.B.A.
Our Investment In You
- World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!
- Exposure to executive thought leaders with a passion for living our values.
- Clear path to promotion with accelerated leadership development programs.
- Weekly 1:1 coaching with your leadership.
- Fast Ramp mentorship program.
- Week-long product bootcamp.
- Sandler Sales Training.
Volunteer Opportunities
Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes, we are #1 in PEOPLE’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.
We have a public-facing website that explains our various benefits for:
- Health benefits
- Financial benefits and perks
- Time off and leave policies
- Parental benefits
- Perks and discounts.
Visit salesforcebenefits.com for the full breakdown.
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
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 $188,900 to $314,300.
For Colorado-based roles, the base salary hiring range for this position is $171,700 to $261,900.
For Washington-based roles, the base salary hiring range for this position is $171,700 to $288,100.
For California-based roles, the base salary hiring range for this position is $188,900 to $314,300.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: salesforcebenefits.com.
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