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Job Category

Customer Success

Job Details

About Salesforce

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The Customer Success (CS) Success Plan product management organization is at the forefront of empowering our customers to achieve maximum value from their Salesforce technology investments. We own and drive the strategy and roadmap for Salesforce's Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans), ensuring our offerings meet the diverse needs of customers across all segments and Salesforce products. We act as the voice of the customer and market within the CS organization, collaborating closely with all CS functions and the Salesforce product organizations to continuously innovate and enhance the value and experience delivered through our Success Plans. Our ultimate goal is to enable our customers to adopt our products, allowing them to reach their business goals.

Role Description:

We are seeking a sharp, intellectually curious Senior Manager to join our Success Plans Portfolio Strategy team. In this role, you will drive the strategic engines that power our portfolio decisions that inform how we evolve our Success Plans in a rapidly changing technology landscape. You will be a key thought partner to the broader Success Plan and Adoption leadership team, translating ambiguous problem statements into crisp, well-reasoned strategic recommendations.

This role is ideal for someone who thrives at the intersection of big-picture thinking and rigorous analysis - someone who can zoom out to identify emerging trends and zoom in to build the frameworks and narratives that drive executive alignment. You'll partner closely with cross-functional teams across Product, Go-to-Market, Adoption and Analytics team.

Responsibilities:

• Strategic Framework Development: Build and refine frameworks, models, and methodologies used to evaluate portfolio evolution opportunities and offer differentiation.

• Governance Model Design: Establish and lead a robust portfolio governance model to oversee the lifecycle of Success Plan offers and the broader product adoption team. This includes defining decision-making frameworks, clear roles and responsibilities (RACI), drive governance forums and approval workflows for offer enhancements or new launches.

• Strategic Analysis & Recommendations: Conduct deep-dive analyses on key strategic questions facing the Success Plans portfolio. Synthesize findings into clear, executive-ready recommendations with well-supported points of view.

• GTM Strategy Support: Contribute to the development of go-to-market strategy for Success Plans, with a particular focus on positioning in an AI- and agent-driven future.

• Thought Leadership: Proactively identify emerging trends, risks, and white space opportunities at the intersection of AI, automation, and Customer Success. Help shape the team's external and internal point of view.

• Competitive Analysis & Market Research: Support comprehensive competitive analysis and market research efforts focused on the use of agents and related technologies in delivering Customer Success across the industry. Identify key trends, opportunities, and potential threats.

• Executive Communication: Develop compelling presentations and strategic narratives for senior leadership and cross-functional stakeholders. Turn complex analysis into clear, persuasive storytelling.

• Cross-Functional Partnership: Collaborate with Product, Go-to-Market, and Adoption Teams and Analytics teams to ensure strategic workstreams are aligned and integrated into portfolio decisions.

Minimum Requirements:

• 6+ years in strategy consulting, with deep understanding of Professional Services or Customer Success organizations

• Proven experience designing or managing business governance models, including the ability to build consensus among diverse stakeholder groups and implement structured decision-making processes.

• Experience in strategic framework development, with a proven track record of building and refining methodologies

• Strong analytical and structured problem-solving skills - able to break down ambiguous problems and build rigorous, insight-driven recommendations.

• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels

• Demonstrated ability to manage multiple workstreams

• Strong collaboration and interpersonal skills, with experience working in cross-functional teams.

Preferred Requirements:

• Familiarity with AI, automation, and agent technologies and their application in customer service or success.

• Experience in the SaaS or enterprise software industry.

• Advanced degree (e.g., MBA).

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 andbe your best, and our AI agents accelerate your impact so you cando 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.

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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.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $143,400 - $216,900 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $172,200 - $236,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.