CSG Product Director - Salesforce

Job Category: Customer Success 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! Accommodations: If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. 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. Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. For New York-based roles, the base salary hiring range for this position is $190,800 to $276,600. For Washington-based roles, the base salary hiring range for this position is $174,800 to $253,600. For Illinois based roles, the base salary hiring range for this position is $174,800 to $253,600. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits.

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