CSG Product Director

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Join Salesforce as a Product Director for our award-winning Customer Success Score, an industry-first capability that helps customers measure and track their success with Salesforce. This innovative score provides actionable insights to support proactive engagement, enabling customers to optimize their experience and achieve their strategic objectives.

Key Responsibilities:

- Strategic Vision & Execution: Lead the strategic vision for the User Experience (UX) and operational execution of Salesforce’s Customer Success Score.

- Data, analytics and ML expertise: Develop a deep understanding of the data and the sophisticated Machine Learning (ML) models that power the scoring framework, which quantifies customer health and enables proactive customer engagement, retention, and growth.

- Customer Insights: Translate customer insights into actionable metrics and processes that enhance Salesforce’s overall Customer Success strategy.

- Influential Collaboration: Drive the development of the Customer Success Score by effectively influencing and collaborating with leaders and stakeholder teams across the company.

- Data-Driven Decision Making: Champion data-informed decisions by leveraging insights from customer feedback, product usage, support interactions, and industry benchmarks.

- Cross-Functional Collaboration: Work closely with Product, Data Science, Engineering, UX, Sales, CSG, and Marketing teams to integrate customer health insights into all aspects of Salesforce’s customer journey.

Who You Are:

- Experienced Product Manager: 5+ years of product management experience with a demonstrated track record in highly matrixed, cross-functional environments.

- B2B SaaS Expertise: Significant experience in B2B SaaS and B2B enterprise software, with a deep understanding of delivering software products at scale to thousands of customers.

- Strategic Thinker: Strong strategic thinker with the ability to leverage advanced data analysis and predictive modeling to drive customer engagement and product improvement.

- Educational Background: Bachelor’s degree in Engineering, Business, Marketing, Data Science, or a related field; MBA or equivalent experience preferred.

If you are passionate about driving customer success through innovative product management and data-driven insights, we would love to hear from you! 

• Salesforce’s Customer Success Score is an award-winning, industry-first capability that enables customers to measure and track their success with Salesforce.

• This innovative score offers actionable insights that support proactive engagement, helping customers optimize their experience and achieve their strategic objectives with Salesforce.

• As a Product Manager within the team responsible for the Customer Success Score, you will own the strategic vision for the User Experience (UX) and operational execution of  Salesforce’s Customer Success Score.

• You will develop a deep understanding of the  sophisticated Machine Learning (ML) models that power the  scoring framework that quantifies customer health and enables proactive customer engagement, retention, and growth.

• This role is foundational to translating customer insights into actionable metrics and processes that enhance Salesforce’s overall Customer Success strategy.

• Influential Collaboration: Drive the development of the Customer Success Score by effectively influencing and collaborating with leaders and stakeholder teams across the company.

• Customer Insights and Data-Driven Decision Making: Champion data-informed decisions by leveraging insights from customer feedback, product usage, support interactions, and industry benchmarks.

• Customer-Centric Cross-Functional Collaboration: Collaborate closely with Product,  Data Science, Engineering, UX, Sales, CSG, and Marketing teams to integrate customer health insights into all aspects of Salesforce’s customer journey.

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.