CSG Product Senior Manager

About the role

As a Senior Manager, CSG Product Management, you will drive the operational success of our innovative Customer Success Score. We are seeking a highly organized and proactive individual to provide essential operational support to our expanding team of Product Managers who are driving the ideation, development, and implementation of this critical capability.

Responsibilities

• Executive Reporting & Communication: You will facilitate Monthly Business Review (MBR) meetings with executive stakeholders, presenting comprehensive reports on key performance indicators, operational metrics, and progress on strategic process improvements.
• Customer Insights & Feedback Management: You will design and implement scalable mechanisms for gathering feedback from both internal teams and external customers. You will then synthesize this feedback and effectively input it into a product backlog management tool.
• Product Backlog Optimization: You will be responsible for leading periodic review sessions with product managers to evaluate new feature requests and ensure alignment with product strategy.
• Go-to-Market Enablement content: You will oversee the process of updating, organizing, and maintaining comprehensive enablement content for each product release, ensuring customers and internal teams are well-equipped.
• Driving a Data-Informed Culture: You will be a strong advocate for data-driven decision-making, proactively leveraging insights derived from customer feedback, product usage analytics, support interactions, and industry benchmarks to inform product strategy and prioritization.
• Minimum Requirements:
• 5+ years of proven business analytics and/or product management experience, demonstrating success in complex, cross-functional organizations.
• Proficiency in data visualization (Tableau preferred), SQL, databases, and data modeling.
• Deep understanding of the B2B SaaS and enterprise software landscape, with significant experience delivering scalable software solutions to a large customer base.
• Strong strategic thinking capabilities with a track record of leveraging advanced data analysis and predictive modeling to drive process optimization and KPI improvement.
• Bachelor's degree in Business, Marketing, Data Science, or a related field; MBA or equivalent experience is a plus.
• Why Join the Salesforce Customer Success Group?

Additional Information

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. Senior Manager, CSG Product Management 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.

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