Strategy & Analytics - Senior Manager (Customer Success)

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Job Category
Operations

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

In order to fuel the growth of our AI solutions, Salesforce is undergoing a significant transformation in how we drive and scale customer value through consumption. As the company pivots toward consumption-based growth models across key product lines-Agentforce, Data Cloud, MuleSoft, and Commerce-there is a critical need to define and operationalize the cross-functional Go-To-Market (GTM) strategy that enables this shift.

The Role:

We are seeking an experienced Sr. Manager to accelerate Salesforce's consumption transformation by shaping how Customer Success (i.e. post-sale function including Customer Success Managers, Renewals Specialists, and Product Specialists) will need to transform with the company's enterprise-wide Consumption Strategy across the spectrum of consumption roles, metrics, tools. This role will accomplish this by addressing a strategic gap at the intersection of GTM design, Customer Success strategy, cross-product alignment, operational execution, and bridging teams across Customer Success. It will also require partnering with Sales, Partners, Professional Services, Finance, Product, and Systems to execute against complex, interdependent, workstreams.

This person will be the central strategist pulling all the pieces together for Customer Success to bring a proactive and holistic point-of-view to the rest of the company of how Customer Success should be included in the consumption journey. At the same time, this person will be taking in dependencies/decisions for other teams and determining the impact to Customer Success teams, and orchestrating the pivots needed in Customer Success for a cohesive go-to-market strategy for Salesforce, as a whole, to best drive growth at our customers.

The ideal candidate is a strategic visionary with a strong bias for action, who thrives on driving clarity in ambiguity, working in a fast-paced environment, aligning cross-functional executive collaborators, and thinking globally and across the entire enterprise. You possess the ability to navigate a complex multi-product and multi-role environment in which end-to-end accountability for the consumption journey is shared across multiple organizations - and excel at bringing it all together. You have the ability to navigate from the 10,000 ft view, to rolling up your sleeves to cover gaps with a "get it done" attitude. You are also flexible and adaptable to new challenges at hand.

Responsibilities

• GTM Transformation: Lead the design and evolution of consumption roles, responsibilities, and metrics across the Customer Success function
• Multi-Stakeholder Alignment: Orchestrate decision-making across VP+ stakeholders to drive alignment on GTM accountability, coverage models, compensation strategies, and role clarity.
• Storytelling: Build points-of-view that are both quantitative and qualitatively driven to influence the direction of Customer Success
• Consumption Insights: Lead discovery of the current state consumption business through deep analysis of the business and stakeholder interviews; identify strengths and deficiencies, and key trends to inform recommendations into future potential strategic changes to increase consumption growth
• Field Execution & Adoption: Translate strategy into executable plans for field teams, including the launch and refinement of the Consumption Plan, and clear roles and responsibilities across jobs to be done by each customer-facing role in Customer success
• Broad Relationship Building: Build strong relationships and influence a broad set of stakeholders across the company, including Sales, Partners, Professional Services, Finance, Product, and Systems
• Data & Systems Strategy: Drive business case development and technical requirements to support integrated consumption insights, and pass off to the downstream teams for prioritization and implementation

• Experience: 7+ years of experience in consulting, GTM or Operating Model Strategy, Sales Strategy/Operations, Product Strategy, Corp Strategy, or related experience. Preferably at a top consulting firm or high-growth SaaS company
• Education: Bachelor's degree or equivalent experience
• Strategic & Analytical Acumen: Strong ability to think strategically, analyze complex pre-sales, sales, and post-sales dynamics, and translate insights into actionable consumption strategies
• Leadership & Influence: Demonstrated experience leading and working with cross-functional leaders, often in a matrixed environment. Ability to influence and align executive and senior stakeholders, demonstrating high EQ and tact while influencing and navigating productively through conflict.
• Managing Ambiguity: Ability to lead effectively through a high degree of change, demonstrating consistent ability to prioritize, cut through noise, and execute through ambiguity. Comfortable working with limited information.
• Business Case Modeling: Develop models to identify top- and bottom-line impact of proposed GTM initiatives in partnership with cross-functional stakeholders
• Communication Excellence: Exceptional written, verbal, and presentation skills, including experience in high-level business discussions with executives
• Dynamic Environment Aptitude: Self starter with high energy and passion for the role, and proven effectiveness leading teams in fast-paced, dynamic environments. Demonstrates grit in the face of challenges and knows how best to effectively use resources to achieve goals.
• Collaboration & Teaming; A natural collaborator who can build strong relationships across the organization and within the team. Takes ownership, inspires others, is humble and authentic, expresses gratitude, and fosters trust.