CSG Product Senior Manager

Senior Manager, CSG Product Management

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.

About the Role:

As a Senior Manager, CSG Product Management, you will drive the operational success of our innovative Customer Success Score. We are seeking a highly organized and proactive individual to provide essential operational support to our expanding team of Product Managers who are driving the ideation, development, and implementation of this critical capability.

Key Responsibilities:

Product Performance Analytics:You will define detailed business requirements and work collaboratively to build and maintain Tableau dashboards that effectively track and report on critical product Key Performance Indicators (KPIs). You will develop a deep understanding of these KPIs, proactively identifying trends and propose data-backed strategies for improvement.

Executive Reporting & Communication:You will facilitate Monthly Business Review (MBR) meetings with executive stakeholders, presenting comprehensive reports on key performance indicators, operational metrics, and progress on strategic process improvements.

Customer Insights & Feedback Management: You will design and implement scalable mechanisms for gathering feedback from both internal teams and external customers. You will then synthesize this feedback and effectively input it into a product backlog management tool.

Product Backlog Optimization: You will be responsible for leading periodic review sessions with product managers to evaluate new feature requests and ensure alignment with product strategy.

Go-to-Market Enablement content: You will oversee the process of updating, organizing, and maintaining comprehensive enablement content for each product release, ensuring customers and internal teams are well-equipped.

Driving a Data-Informed Culture:You will be a strong advocate for data-driven decision-making, proactively leveraging insights derived from customer feedback, product usage analytics, support interactions, and industry benchmarks to inform product strategy and prioritization.

Strategic Cross-Functional Partnerships: You will cultivate strong working relationships and collaborate closely with Product Management, Data Science, Engineering, User Experience (UX), Sales, Customer Success Group (CSG), and Marketing teams to seamlessly integrate customer health insights into all facets of the Salesforce customer journey.

Minimum Requirements:

• 5+ years of proven business analytics and/or product management experience, demonstrating success in complex, cross-functional organizations.
• Proficiency in data visualization (Tableau preferred), SQL, databases, and data modeling.
• Deep understanding of the B2B SaaS and enterprise software landscape, with significant experience delivering scalable software solutions to a large customer base.
• Strong strategic thinking capabilities with a track record of leveraging advanced data analysis and predictive modeling to drive process optimization and KPI improvement.
• Bachelor's degree in Business, Marketing, Data Science, or a related field; MBA or equivalent experience is a plus.

Why Join the Salesforce Customer Success Group?

As a Senior Manager, CSG Product Management, 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 analytics and process related 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.

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.

For Washington-based roles, the base salary hiring range for this position is $155,400 to $213,800.

For Illinois based roles, the base salary hiring range for this position is $155,400 to $213,800.