Program Manager

Role Summary
The Onboarding & Capability Manager for the Customer Success Group (CSG) is responsible for building and scaling a high-performing Customer Success workforce by strengthening hiring readiness, structured onboarding, and continuous capability development.
This role serves as a strategic bridge between Recruiting, ES Business Partners, and CSM Leadership to ensure the right talent is hired, onboarded effectively, and enabled to succeed quickly in their roles.
The role will ensure interviewer readiness, competency-based hiring practices, structured onboarding programs, and scalable development initiatives that accelerate time-to-productivity for Customer Success Managers.

Key Responsibilities
Hiring Readiness & Recruiting Partnership
Partner with Recruiting to support hiring for the CSM organization, ensuring strong candidate pipelines and interview readiness.
Ensure adequate interviewer capacity by coordinating interview panels and enabling CSM leaders to support hiring velocity.
Define and operationalize competency-based hiring frameworks aligned to the CSM role.

• Ensure interviewers are trained on structured interviewing and Salesforce hiring standards to maintain consistency and quality in hiring decisions.

Onboarding & Bootcamp Enablement
Design and manage structured onboarding journeys for newly hired Customer Success Managers.
Develop and deliver CSM onboarding bootcamps covering Salesforce products, Customer Success practices, and internal operating models.

• Partner with cross-functional teams to ensure onboarding programs accelerate time-to-productivity and enable new hires to quickly engage with customers.

Capability Development
Partner with ES Business Partners and CSM leaders to define capability frameworks required for Customer Success roles.
Design and implement development programs focused on product expertise, customer advisory skills, and strategic account engagement.

• Foster a continuous learning culture that supports ongoing growth and capability building within the CSM organization.

Program Governance & Operational Excellence
Lead end-to-end planning and execution of onboarding and capability programs aligned to hiring plans.

• Track key metrics such as interviewer coverage, onboarding effectiveness, and ramp-up time.
• Drive continuous improvement through feedback loops and data-driven insights.

Minimum Requirements
8+ years of experience in talent development, enablement, recruiting partnership, program management, or customer success operations within SaaS, consulting, or technology environments.
Proven experience designing and scaling onboarding or capability development programs.
Strong stakeholder management skills with the ability to collaborate across Recruiting, HR, and business leadership.

• Excellent communication, facilitation, and program management skills.

Preferred Qualifications
Experience working with Customer Success or SaaS organizations.
Familiarity with competency-based hiring frameworks and structured interviewing methodologies.

• Experience designing bootcamps or enablement programs for customer-facing teams.
• Salesforce certifications or familiarity with Salesforce products is a plus

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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.

Client-provided location(s): Hyderabad, India

Job ID: Salesforce-JR336404

Employment Type: FULL_TIME

Posted: 2026-03-31T21:01:49