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

Salesforce • Austin, TX

3d

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• Familiarity with SQL, Python, and cloud platforms (AWS, Google Cloud) is a plus.

Responsibilities

• Manage and drive the day-to-day development and implementation of Salesforce’s Customer Success Score.
• 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.
• Translate customer insights into actionable metrics and processes to enhance Salesforce’s overall Customer Success strategy.
• Work closely with Product, Data Science, Engineering, Sales, CSG, and Marketing teams to integrate customer health insights throughout Salesforce’s customer journey.
• Promote data-informed decisions by leveraging customer feedback, product usage, support interactions, and industry benchmarks.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees