Director, Product Management, Customer Success Score Adoption

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and 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.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $164,000 - $261,500 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.