Director, Product Management CSS, Internal Experiences

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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.

Department Overview

The Customer Success Group (CSG) at Salesforce is dedicated to helping our customers unlock the full value of their Salesforce investments through our robust Success Plans. Success Plans drive customer success by focusing on Product Adoption, Technical Health, and Customer Expertise, providing tailored resources and guidance that empower customers across every stage of their journey. A key feature within Success Plans, the 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.

Role Overview

We are seeking a visionary and user-obsessed Director of Product Management to lead our CSS (Customer Success & Support) Internal Experiences team. This is a critical leadership role responsible for defining and executing the product strategy for the tools, systems, and workflows that internal Salesforce teams use every day.

Your mission will be to empower our internal users—from Customer Success Managers to Support Engineers—by delivering world-class internal products that make them more effective, efficient, and data-driven. You will be the champion for the internal user, relentlessly focused on removing friction from their daily processes, improving their access to critical data, and ultimately enabling them to deliver exceptional customer outcomes.

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.

Required Qualifications

• 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.

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.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

For Washington-based roles, the base salary hiring range for this position is $177,600 to $257,600.

For California-based roles, the base salary hiring range for this position is $177,600 to $257,600.

For Illinois based roles, the base salary hiring range for this position is $177,600 to $257,600.