Product Management Director - Salesforce Success Plans

Job Description: Product Management Director - Salesforce Success Plans

About the Team

The Customer Success (CS) Success Plan product management organization is responsible for managing Salesforce’s Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans) with which we enable our customers to realize value from their Salesforce technology investments. We work backward from the customer to address their needs across all customer segments (Small Business, Commercial, and Enterprise) and across all Salesforce products. The team is the “voice of the customer and market” to the rest of the CS organization and we work across all functions within CS and the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio.

About the Role

We're looking for a Product Management Director to build, justify, and operationalize changes to our Success Plans offers. This senior individual contributor (IC) role owns the path from evidence to execution: grounding decisions in customer and stakeholder research, developing and presenting the business cases — financial modeling included — that earn senior leadership alignment, and then owning the operating discipline that keeps those offers accountable once they're live, including feedback loops, performance reporting, and V2MOM updates. You'll also keep a close eye on industry trends, the competitive landscape, and Salesforce's AI roadmap, translating what you see into concrete implications, and drive growth and adoption of the Success Plan offers in market. This senior IC role reports to the Vice President, Product Management for Salesforce Success Plans.

Ideal candidates have deep Salesforce platform knowledge, proven Product Management experience (ideally in Customer Success), a strong record of turning strategy into actionable roadmaps, and the ability to influence senior stakeholders without direct authority.

What You'll Do

• Conduct customer and stakeholder research to understand needs, analyze feedback, and drive innovation.
• Act as a thought leader and craft clear, concise and unbiased point of view documents on necessary changes to features, the portfolio, and the go-to-market (GTM) model.
• Develop and present business cases for new offers or enhancements, including financial modeling, and secure senior leadership alignment.
• Drive growth and adoption of the Success Plan offers
• Own the operating rhythm behind the offer: feedback loops, offer performance reporting, and V2MOM updates, so the team stays accountable to its goals.
• Stay ahead of industry trends, the competitive landscape, and Salesforce's own AI roadmap so you can proactively flag implications to Success Plans

Ideal Candidate Profile

• Deep Salesforce Knowledge: You have a strong working knowledge of Salesforce products and a keen understanding of how enterprise software companies go to market.
• A First-Principles Thinker: You don't just accept the status quo. You excel at breaking down ambiguous, complex business problems into their fundamental components and reassembling them into a coherent solution that is defensible with data.
• Connect the Dots: You excel at systems thinking and can anticipate the second and third-order effects of a strategic decision. You naturally see how a change in one part of the business impacts another.
• Proven Strategist: You have a background in management consulting, corporate strategy, or a product management role that was heavily focused on monetization and business strategy. You have a portfolio of work that demonstrates your ability to drive significant strategic change.
• Exceptional Communicator: You are a clear, concise writer and presenter. You can create the definitive document that persuades executives and aligns disparate teams on a complex issue.
• Problem-Solver at Heart: You are not content to simply identify problems; you are driven to design the solution and see it through.

Minimum Qualifications

• Bachelor’s degree in Business Administration, Management or Strategy, or a related field (or equivalent practical experience)
• 10+ years of product management experience, including packaging/pricing of B2B SaaS support, success, or services offerings
• Track record owning a product line end-to-end — strategy, roadmap, GTM enablement, and post-launch iteration
• Strong cross-functional influence skills — comfortable driving alignment across Sales, CS, and Marketing without direct reporting lines
• Experience with subscription/tiered pricing models and customer retention/adoption metrics
• Familiarity with how AI and agentic technologies (e.g., Agentforce) are changing customer adoption, enablement, and support needs — and how that translates into offer GTM decisions

Preferred Requirements

• M.B.A.
• Experience building or evolving offers/programs tied to AI-driven products, including how to measure and support customer success with agentic or generative AI capabilities