Director – Product Management CSS – Internal Experiences
| Company | Salesforce |
|---|---|
| Location | Seattle, WA, USA, Indianapolis, IN, USA, Austin, TX, USA, Irvine, CA, USA, Chicago, IL, USA, Atlanta, GA, USA |
| Salary | $177600 – $257600 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 10+ years of experience in product management, with a proven track record of shipping successful products.
- 5+ years of experience leading and mentoring high-performing product management teams.
- Demonstrated experience managing products for internal users or complex enterprise applications (e.g., CRM, CSM platforms, internal data tools).
- Deep empathy for users and a passion for using technology to solve their problems and improve their daily work lives.
- Exceptional leadership and communication skills, with the ability to influence and align stakeholders from individual contributors to C-level executives.
- Strong analytical skills with experience using data to drive product decisions and measure success.
Responsibilities
- Develop Vision & Strategy: Define and communicate a compelling product vision and long-term strategy for all internal tools and experiences that support the customer lifecycle, from onboarding to renewal.
- Champion the Internal User: Act as the primary advocate for our internal teams. Conduct deep discovery to intimately understand their workflows, pain points, and unmet needs, and translate those insights into a clear product strategy.
- Drive the Product Roadmap: Own the end-to-end product lifecycle for internal tools. Develop, prioritize, and manage a data-driven product roadmap that aligns with both user needs and strategic business objectives.
- Measure for Impact: Define and analyze key performance indicators (KPIs) to measure the success of internal products. Focus on metrics such as time saved, process adherence, internal user satisfaction (NPS/CSAT), and the correlation between tool usage and improved customer health scores.
- Lead & Execute: Lead a team of product managers and collaborate closely with cross-functional partners in Engineering, UX, Program Management, and Operations to deliver high-quality, intuitive internal products in an agile environment.
- Executive Communication: Clearly articulate the product roadmap, business impact, and strategic rationale to senior leadership and key stakeholders across the organization.
- Cross-Functional Partnership: Build strong, collaborative relationships with leaders in Customer Success, Professional Services, Sales, and Support to ensure our internal product strategy is directly enabling their success.
Preferred Qualifications
- Direct experience in or working very closely with Customer Success, Customer Support, or Sales Operations functions.
- Experience building on or integrating with major enterprise platforms like Salesforce.
- Proven ability to thrive in a fast-paced, results-oriented, and collaborative environment.
- A strong technical background or a demonstrated ability to work effectively with engineering teams on complex systems.