Sr. Director – Product Management – Customer Success Score
| Company | Salesforce |
|---|---|
| Location | Seattle, WA, USA, Indianapolis, IN, USA, Austin, TX, USA, Irvine, CA, USA, Chicago, IL, USA, Atlanta, GA, USA |
| Salary | $196800 – $300200 |
| Type | Full-Time |
| Degrees | Bachelor’s, MBA |
| Experience Level | Senior, Expert or higher |
Requirements
- Salesforce, B2B SaaS, and/or Enterprise Software Expertise: Significant experience in Salesforce, B2B SaaS, and/or B2B enterprise software implementation and business use, with a deep understanding of customer success frameworks and scalable product strategies.
- Strategic, Analytical, and Collaborative Skills: Strong strategic thinker with an ability to leverage advanced data analysis and predictive modeling to drive customer engagement and product improvement. Skilled at collaborating and influencing across all levels of an organization, especially in driving alignment with executive and senior leadership.
- Product Management Leadership: Minimum of 10 years of product management experience with demonstrated leadership in highly matrixed, cross-functional environments. Must have a proven track record of successfully scaling products to support hundreds of thousands of customers.
- Educational Background: Bachelor’s degree in Business, Engineering, Marketing, Data Science, or a related field; MBA or equivalent experience preferred.
Responsibilities
- Strategic Leadership for Score Simplification & Platform Modernization: Lead the strategic vision and execution for simplifying and maturing the Customer Success Score methodologies and driving improvements to the underlying platform technology.
- 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.
- M&A Integration Leadership: Lead Customer Success Score roadmap initiatives tied to Mergers & Acquisitions, developing new signals and scoring for each acquired product and defining their on-ramp approach.
- Advocate for Customer Value Realization: Act as a voice of the customer by sharing actionable insights and championing customer needs at Salesforce’s executive level.
Preferred Qualifications
- Scoring Model Expertise: Experience building or optimizing scoring models is highly desirable, with a focus on data-driven metrics that enhance customer health insights and engagement strategies.