Description
Department Overview
At Salesforce, customer success is paramount. Our Success Plans are the primary vehicle for ensuring customers realize maximum value while maintaining a secure and stable environment. The Customer Success Group (CSG) product management team works backward from the customer—across small business, commercial, and enterprise segments—to address complex technical needs and build long-term confidence in the Salesforce platform
Position Overview
As the CSG Product Senior Manager, Technical Health, you will be the chief strategist for performance, security, and technical health for our Standard and Premier Success Plan customers.
While Salesforce offers unparalleled customization, complex configurations can sometimes lead to performance bottlenecks or security vulnerabilities. These issues can decrease product adoption and erode the essential trust customers place in our cloud. You will define the security and health requirements for our customers, creating features that help them proactively identify risks, maintain a secure posture, and optimize their solution's performance.
Responsibilities
Strategic Vision: Create and maintain a comprehensive Technical Health and Security strategy for Standard and Premier Success Plan customers.
Product Roadmap: Define and own a multi-year roadmap that aligns technical health with modern security standards.
Platform Optimization: Own all aspects of technical health, with an emphasis on driving solution performance, minimizing disruptions, and mitigating high-severity security risks.
Cross-Functional Collaboration: Partner with Success Plan Technical Health and Customer Success Score teams to leverage current capabilities and develop new tools that address emerging security and performance challenges.
Expert Guidance: Work with digital success and delivery teams to create digital-first and expert-led programs that provide customers with technical best practices for a secure and optimized platform.
GTM Execution: Collaborate with sales and marketing teams to bring health-focused products to market, emphasizing the value of a secure, well-maintained environment.
Continuous Improvement: Measure the effectiveness of product features in reducing technical debt and improving customer security posture.
Qualifications
Experience: 5+ years of product management experience in SaaS or Cloud environments. Expertise in developing and maintaining customer success roadmaps and success plans.
Collaboration: Proven ability to work cross-functionally to define business needs and gain alignment on complex technical proposals.
Analytical Rigor: Strong attention to detail, with a focus on documenting processes and results to drive organizational awareness.
Communication: Excellent presentation skills, with the ability to translate technical health and security data into actionable insights for executives.
Leadership: Strong networking and influencing skills to drive a culture of "Security First" across the organization.
Education: Bachelor’s degree in a relevant field; MBA or advanced degree preferred.
Salesforce Expertise: Deep knowledge of the Salesforce portfolio and ecosystem is a significant plus.
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.