Manager/Sr. Manager, Product Management - Customer Success Score

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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.

Join Salesforce as a Product Manager/Sr. Manager for our award-winning Customer Success Score—an industry-first capability that empowers customers to measure and track their success with Salesforce. This innovative score offers actionable insights to enable proactive engagement, helping customers optimize their experience and achieve their strategic goals.
Key Responsibilities:

• Execution & Ownership: Manage and drive the day-to-day development and implementation of Salesforce’s Customer Success Score.

• Data & Analytics Expertise: Develop a deep understanding of data and Machine Learning (ML) models that power the scoring framework, quantifying customer health and enabling proactive engagement, retention, and growth.

• Customer Insights: Translate customer insights into actionable metrics and processes to enhance Salesforce’s overall Customer Success strategy.

• Cross-Functional Collaboration: Work closely with Product, Data Science, Engineering, Sales, CSG, and Marketing teams to integrate customer health insights throughout Salesforce’s customer journey.

• Data-Driven Decisions: Promote data-informed decisions by leveraging customer feedback, product usage, support interactions, and industry benchmarks.

Who You Are:

• Experienced Product Manager: 5+ years of product management experience in highly matrixed, cross-functional environments.

• B2B SaaS Expertise: Proven experience in B2B SaaS or enterprise software, delivering scalable software products to thousands of customers.

• Technical Proficiency: Strong skills in data analytics, ML algorithms, and systems integration. Familiarity with SQL, Python, and cloud platforms (AWS, Google Cloud) is a plus.

• Execution-Oriented: Comfortable rolling up your sleeves to get the work done while collaborating with cross-functional teams to deliver results.

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

If you’re passionate about driving customer success through hands-on product management and data-driven insights, we’d love to hear from you!

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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.

For Washington-based roles, the base salary hiring range for this position is $127,200 to $213,800.

For Illinois based roles, the base salary hiring range for this position is $127,200 to $213,800.

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: https://www.salesforcebenefits.com.