Product Manager, Customer Success

Salesforce; Indiana (PA); On-site; USD 120,000 - 170,000; Full time

Job summary

Salesforce is seeking a Product Manager for the DET team to bridge strategy and execution, overseeing internal Service Cloud instances, AI automation, and custom Force.com apps.

You will translate product strategy into sprint plans, manage backlog, and align stakeholders across a global organization, while balancing scope, timelines, and resources. This role emphasizes storytelling, agile leadership, and alignment with customers and engineers.

Qualifications

• 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.

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.

Skills

Product management

Agile development

Stakeholder management

Storytelling

Data-driven decisions

Independent work under deadlines

Education

Related technical degree

Tools

Force.com

Visualforce

Salesforce Platform

Job description

Job Category

Product

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.

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.

What You'll Be Doing

• 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

What We're Looking For

Required Qualifications

• 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

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.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-d