Description
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 Senior Pricing and Packaging Manager to join our Customer Success Product Management team. In this pivotal role, you will be instrumental in supporting the current and future state monetization strategies for Success Plans. You will be responsible for analyzing current monetization of Success Offers, ensuring the broader Salesforce product ecosystem aligns with Success Plan monetization strategies, and contributing to efforts to optimize future Success Plan Pricing, Packaging, and Go-To-Market strategies.
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 Portfolio, Pricing, and Packaging Strategy of Success Plans and collaborate with cross-functional teams across Product, Go-to-Market, and Sales 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
Support ongoing Success Plan Pricing and Packaging Strategy: Work directly with the Director of Success Plan Monetization to ensure current Success Offers continue to meet KPIs and contribute to the overall health of the business.
Define the future state of Success Plan Pricing and Packaging: Partner with our Senior Product Leaders and other cross-functional stakeholders to define future state optimization strategies to improve and streamline Success Plans Pricing and Packaging.
Align New Products to Success Plan Monetization Strategies: Partner with the Success Plans M&A team and Product Operations team to ensure all Salesforce Products align to Success Plans Pricing, Packaging, Sales, and Go-To-Market Strategies.
KPI Strategy and Analysis: Support the development and monitoring of key Success Plans Pricing, Margin, and Go-to-Market KPIs and associated dashboards and metrics hubs
Cross-Functional Collaboration: Partner closely with Product Management, Sales, 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 Success Plans Leadership Team.
Presentation & Communication: Develop compelling presentations and communicate strategic findings and recommendations effectively to a variety of audiences, including senior executives.
Minimum Requirements
8+ years of demonstrated ability in product strategy, product monetization, financial analysis, and strategy consulting.
Experience with Customer Success and/or Professional Services organizations, processes, and technologies.
Strong analytical thinking and strategic problem-solving skills, with the ability to translate complex information into clear and actionable insights.
Proven ability to analyze complex datasets, identify insights, and develop recommendations based on findings.
Valuable work experience focused on quantitative analysis, data modeling, data visualization, and logical reasoning.
Experience developing strategic frameworks.
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 and influencing at various levels across the organization.
Ability to handle conflict and navigate discussions to productive outcomes.
Preferred Requirements
Experience in the SaaS or enterprise software industry.
Proficiency with SQL and Tableau (or a similar data management and visualization tools).
Advanced degree (e.g., MBA).