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

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

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

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.

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.

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.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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…