Product Manager, Customer Success

About the Role

Salesforce's global Customer Success organization runs on the tools we build for it — and this role owns the product portfolio behind that internal ecosystem. As Product Manager on the DET team, you'll bridge strategy and execution, designing applications that help Customer Success do its best work. You'll oversee our internal Service Cloud instance, AI automation built on Prompt Builder, agentic AI use cases, and custom Force.com applications. We are looking for a storyteller and agile expert who can balance scope, resources, and timelines while staying closely connected to the people who use what you build.

Responsibilities

• Agile execution: Translate product strategy into sprint plans, prioritize the backlog, and adapt as business objectives shift
• User advocacy: Represent the voice of the user through research, interviews, and shadowing — defining problems with empathy so we build the right solutions, not just the requested features
• Backlog management: Break down complex epics into user stories with clear acceptance criteria, partnering with architects and engineers to confirm technical feasibility
• Stakeholder alignment: Build close working relationships across the business, demoing new features to leadership and feeding their input into future development cycles
• Team shielding: Act as the delivery team's primary point of contact, protecting engineers from distractions and keeping the environment collaborative and transparent
• Strategic optimization: Consult with engineering on scalable solutions that address needs across the broader Salesforce platform

Requirements

• 7+ years of product experience in a highly analytical, strategy, or technology-centric role
• Proven track record in requirements gathering, writing product specs (metrics, goals, use cases), and managing agile development lifecycles
• Foundational understanding of the Salesforce Platform, particularly Service Cloud and enterprise Customer Success functions
• Exceptional storytelling and presentation skills, with the ability to influence audiences from technical analysts to executives
• Intermediate to advanced grasp of product prioritization frameworks and data-driven decision-making
• Ability to work independently under aggressive deadlines in a fast-paced, global team environment

Preferred Qualifications

• Deep understanding of SaaS business models, operations, and Customer Success workflows
• Agile/Scrum certification (CSPO or PSPO) or a Salesforce certification such as Force.com or Service Cloud Consultant
• Hands-on exposure to Force.com and Visualforce development
• A related technical degree

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.

Why Join?

You'll get a front-row seat to how Salesforce runs its own Customer Success organization — with the opportunity to build the tools that make that team better. This role sits at the intersection of product, engineering, and AI innovation, giving you room to shape both the roadmap and the culture of a high-performing, fast-moving team.