CSG Product Management Director - Agentic Customer Success

Salesforce.com, Inc.•Atlanta, GA

51d•Hybrid

About The Position

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. The Customer Success (CS) Success Plan product management organization is responsible for managing Salesforce's Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans) with which we enable our customers to realize value from their Salesforce technology investments. We work backward from the customer to address their needs across all customer segments (Small Business, Commercial, and Enterprise) and across all Salesforce products. The team is the "voice of the customer and market" to the rest of the CS organization and we work across all functions within CS and the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio. Role Description: The Salesforce Success Plans proactively sets up customers to be successful by ensuring that customers have the right skills, information, insights, and access to expertise. We are seeking an experienced Product Manager to join our Customer Success product management team to help us ensure we can deliver success to our customers on Salesforce's latest and greatest product innovations. We are seeking a strategic product leader to define and execute the roadmap for Agentic AI (Agentforce) within our Salesforce Success Plans. In this role, you will act as the vital bridge between Product Management and our Digital Customer Success teams. You will leverage your expertise in Generative/Agentic AI and customer success to identify high-impact use cases, define product requirements, and partner with engineering and data teams to launch new AI-driven capabilities. Your core mission is to scale world-class, personalized customer success. Key responsibilities include owning the product roadmap, ensuring seamless agent-to-human handoffs, and driving continuous innovation to deliver tangible business outcomes for our customers. The ideal candidate has a deep understanding of Generative and Agentic AI, the Salesforce platform, customer success, and the specific requirements of the Success Plans. You will also be relied upon to inform and heavily influence how value is delivered to customers. You will have the opportunity to work on some of the most complex and rewarding problems for our offers and business and be relied upon to inform and heavily influence how we deliver value to our Customers.

Requirements

Deep Salesforce Knowledge: You have a strong working knowledge of Salesforce products and a keen understanding of how enterprise software companies go to market.
Generative and Agentic AI: Proven expertise in applying Generative and Agentic AI to design and build autonomous solutions that drive customer success, adoption, and retention at scale.
A First-Principles Thinker: You don't just accept the status quo. You excel at breaking down ambiguous, complex business problems into their fundamental components and reassembling them into a coherent solution that is defensible with data.
A Critical Thinker: You won't accept the first answer provided and dig deeper into the whys of issues to get to the core of the matter.
Connect the Dots : You excel at systems thinking and can anticipate the second and third-order effects of a strategic decision. You naturally see how a change in one part of the business impacts another.
Proven Strategist: You have a background in management consulting, corporate strategy, or a product management role that was heavily focused on monetization and business strategy. You have a portfolio of work that demonstrates your ability to drive significant strategic change.
Exceptional Communicator: Exceptional executive-level communication skills; able to package complex ideas into clear, visually engaging presentations that drive strategic decision-making.
Problem-Solver at Heart: You are not content to simply identify problems; you are driven to design the solution and see it through.

Nice To Haves

M.B.A.
Prior product management experience in SaaS, public cloud, or Large Enterprise B2B software
Experience in Support, Success, or Services product management

Responsibilities

Own the end-to-end product strategy and roadmap for Agentic AI (Agentforce) within Customer Success, from initial concept and business case development to launch and continuous lifecycle enhancement.
Secure senior leadership alignment by developing and presenting compelling business cases for new offers, supported by robust financial modeling and clear GTM (Go-to-Market) objectives.
Define and own the key business outcomes for Agentic Customer Success, with a focus on driving growth, adoption, and measurable ROI for both customers and Salesforce.
Lead continuous customer and stakeholder research to deeply understand user needs, analyze feedback, and identify and prioritize critical, high-value use cases for Agentic AI.
Act as the subject matter expert on the competitive landscape, emerging AI trends, and internal Salesforce innovations, using this knowledge to drive product differentiation and innovation.
Translate the strategic vision into detailed product requirements, ensuring all new AI-driven capabilities are deeply personalized, intuitive, and deliver tangible business outcomes.
Serve as the vital cross-functional leader, aligning Success Plans Product Management, Digital Customer Success, Data, Engineering & Technology (DET), and other CS organizations to flawlessly execute the strategy.
Obsess over the end-to-end user experience, taking full ownership of critical journey points (such as the agent-to-human handoff) to guarantee a smooth, frictionless, and high-quality interaction.

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