Product Manager, Customer Success

100 Salesforce, Inc.; Indianapolis (IN); On-site; USD 120,000 - 160,000; Full time

Job summary

Salesforce in Indianapolis is seeking an experienced Product Manager to bridge strategy and execution for our internal Customer Success tools. You will manage the DET product portfolio, oversee the Service Cloud ecosystem, and design AI-enabled applications that empower agents.

You will translate strategy into sprint plans, gather user input, prioritize backlogs, and collaborate with engineers and leaders to shape scalable, data-driven solutions.

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

User research

Stakeholder management

Storytelling

Salesforce knowledge

Education

Salesforce certification (CSPO/PSPO)

Related technical degree

Tools

Salesforce Platform

Force.com

Visualforce

Job description

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

• 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. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

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. We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.