Product Director - Customer Success

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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.

The Customer Success (CS) Success Plan product management organization is at the forefront of empowering our customers to achieve maximum value from their Salesforce technology investments. We own and drive the strategy and roadmap for Salesforce's Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans), ensuring our offerings meet the diverse needs of customers across all segments and Salesforce products. We act as the voice of the customer and market within the CS organization, collaborating closely with all CS functions and the Salesforce product organizations to continuously innovate and enhance the value and experience delivered through our Success Plans.

Role Description:

We are seeking a highly strategic and experienced Strategy Lead to join our Customer Success product management team. In this pivotal role, you will be instrumental in shaping the future direction of our Success Plans portfolio, particularly in the context of emerging agent technologies. You will be responsible for defining our go-to-market (GTM) point of view in a post-agent world, conducting in-depth competitive analysis and market research on the application of agents within Customer Success, and developing strategic frameworks to guide the evolution of our Success Plans offerings.

This is an exciting opportunity to directly influence the long-term strategy of a critical part of Salesforce's Customer Success organization. You will work closely with the Senior Director of Success Plans Portfolio Strategy and collaborate with cross-functional teams across Product, Go-to-Market, and Strategy organizations. Your insights and strategic recommendations will be crucial in ensuring Salesforce's Success Plans remain innovative, competitive, and aligned with the evolving landscape of customer engagement and technology.

Responsibilities:

• Define the Future GTM POV: Develop and articulate Salesforce Customer Success's go-to-market strategy for Success Plans in a future increasingly influenced by agent technologies (AI, automation, etc.).

• Competitive Analysis & Market Research: Lead comprehensive competitive analysis and market research efforts focused on the use of agents and related technologies in delivering Customer Success across the industry. Identify key trends, opportunities, and potential threats.

• Strategic Framework Development: Define and develop strategic frameworks, models, and methodologies to evaluate and guide the future evolution of the Success Plans portfolio, incorporating insights from competitive analysis and market trends.

• Thought Leadership: Serve as a thought leader on the intersection of agent technologies and Customer Success, proactively identifying opportunities for innovation and differentiation within our Success Plans.

• Cross-Functional Collaboration: Partner closely with Product Management, Engineering, Go-to-Market teams, and Corporate Strategy to ensure alignment on strategic direction and facilitate the integration of new strategies into the Success Plans roadmap.

• Strategic Recommendations: Synthesize research, analysis, and market insights into clear, actionable strategic recommendations for the Senior Director and broader leadership team.

• Presentation & Communication: Develop compelling presentations and communicate strategic findings and recommendations effectively to a variety of audiences, including senior executives.

• Support Portfolio Strategy: Collaborate with the Senior Director on broader Success Plans portfolio strategy initiatives, providing analytical rigor and strategic insights.

Minimum Requirements:

• Strong strategic thinking and problem-solving skills, with the ability to translate complex information into clear and actionable insights.

• Minimum of 8 years of relevant professional experience, including a strong background in product management and/or strategy consulting.

• Proven ability to conduct rigorous competitive analysis and market research.

• Experience developing strategic frameworks and financial models

• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels

• Demonstrated ability to work independently and drive projects to completion

• Strong collaboration and interpersonal skills, with experience working in cross-functional teams.

Preferred Requirements:

• Experience with Customer Success organizations, processes, and technologies.

• Familiarity with AI, automation, and agent technologies and their application in customer service or success.

• Experience in the SaaS or enterprise software industry.

• Advanced degree (e.g., MBA).

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