Description
Department Overview
The Analytics Tools Team within Salesforce’s Customer Success Group (CSG) helps customers unlock the full value of their Salesforce investments through data-driven insights. We build and manage three critical products that provide a comprehensive view of the customer experience: Customer Success Score, which delivers actionable recommendations to measure and improve success; Proactive Monitoring, which offers 24/7 automated alerts to detect and resolve issues early; and Attrition Risk Insights, an ML-powered solution that identifies churn risk and its root causes so teams can take timely, targeted action.
Role Overview
As the Director of Product Management, Customer Success Score Adoption, you will lead the strategy for how the Customer Success Score measures, surfaces, and provides actionable insights into the product behaviors that drive tangible business value for Salesforce customers. You will serve as the strategic bridge between business value and technical measurement, deeply immersing yourself with our Adoption team to understand which product features correlate most strongly with customer success.
In this role, you will lead the efforts to identify high-value adoption signals and partner cross-functionally to ensure those signals are captured, validated, and integrated into the Customer Success Score. You will also play a critical role in growth and integration management, guiding how New Product Introductions (NPI) and M&A acquisitions are on-ramped into our adoption scoring framework to maintain a definitive source of truth for customer health.
Key Responsibilities
Adoption Telemetry Strategy: Lead the multi-year roadmap for adoption-specific telemetry, identifying product features that drive business objectives and translating them into measurable health signals.
Strategic Requirement Synthesis: Act as the critical link between "Adoption” stakeholders and technical teams, translating complex customer success goals into clear, technical requirements for the Customer Success Score.
Consultative Stakeholder Management: Partner with cross-functional leadership to define "signals of success" and drive consensus on how adoption data is weighted within the Customer Success Score.
NPI & M&A Lifecycle Leadership: Lead the integration of new data streams from product launches and acquisitions, defining the telemetry on-ramp approach for adoption signals tied to each new product entry.
Signal Governance & Integrity: Establish rigorous standards for adoption signal validation, ensuring that usage data is reliable, auditable, and accurately reflects a customer’s value realization.
Minimum Requirements
Product Management Leadership: 10+ years of Product Management experience, with a focus on B2B SaaS, data analytics, or customer success platforms.
Salesforce Ecosystem Expertise: Deep professional experience within the Salesforce ecosystem, with a proven track record of helping enterprise customers drive adoption and value from Salesforce products.
Consultative Mindset: Demonstrated ability to act as a consultative partner, navigating matrixed organizations and translating vague executive visions into executable technical roadmaps.
Telemetry & Data Literacy: Strong technical understanding of how product usage translates into data signals, including experience with telemetry ingestion and data-driven scoring models.
Educational Background: Bachelor’s degree in Business, Engineering, Data Science, or a related field.
Preferred Qualifications
Management Consulting Background: Previous experience in a consultative role (e.g., professional services or management consulting) focusing on digital transformation or customer success strategy is highly preferred.
Platform Proficiency: Familiarity with modern data stack technologies and internal Salesforce data structures (Core, Marketing Cloud, Data Cloud).
Advanced Degree: MBA or equivalent leadership experience.
Why Join the Salesforce Customer Success Group?
Join us at a pivotal moment where Customer Health is an executive-level priority and our analytical tools serve as the primary engine for global growth. As the Director of Product Management for Customer Success Score Adoption, you aren’t just tracking usage metrics; you are defining the standard for how Salesforce quantifies value realization for its customers.
Your work will define the telemetry and scoring logic that measures the most critical facet of the customer journey—Product Adoption. By partnering with our Adoption Path, NPI, and M&A teams, you will ensure that every new innovation and acquisition is seamlessly integrated into our definitive source of truth for customer health. This is a rare opportunity to lead the strategy that turns raw product behaviors into actionable health insights, directly driving the long-term success and retention of Salesforce’s global customer base.