Senior Manager, Success Plans Portfolio Strategy

Overview

We are seeking a Senior Manager to join the Success Plans Portfolio Strategy team. You will drive the strategic engines that power portfolio decisions and evolve the Success Plans in a rapidly changing technology landscape. You will be a key thought partner translating ambiguous problem statements into crisp, well-reasoned strategic recommendations. You will partner with cross-functional teams across Product, Go-to-Market, Adoption and Analytics to align strategy and execution.

Role Description

The Customer Success (CS) Success Plan product management organization leads the strategy and roadmap for Salesforce's Customer Success Plan offers (Standard, Premier, and Signature). The role focuses on portfolio strategy, governance, and executive-ready storytelling to enable customers to adopt Salesforce products and achieve business goals.

Responsibilities

• Strategic Framework Development: Build and refine frameworks, models, and methodologies to evaluate portfolio evolution opportunities and offer differentiation.
• Governance Model Design: Establish and lead a robust portfolio governance model, including decision-making frameworks, RACI, governance forums, and approval workflows for enhancements or new launches.
• Strategic Analysis & Recommendations: Conduct deep-dive analyses on key questions facing the Success Plans portfolio and synthesize findings into executive-ready recommendations.
• GTM Strategy Support: Contribute to go-to-market strategy for Success Plans, with focus on positioning in an AI- and agent-driven future.
• Thought Leadership: Identify emerging trends, risks, and white space opportunities at the intersection of AI, automation, and Customer Success, shaping the team\'s external and internal viewpoints.
• Competitive Analysis & Market Research: Support competitive analysis and market research on agents and related technologies in Customer Success; identify trends, opportunities, and threats.
• Executive Communication: Develop compelling presentations and strategic narratives for senior leadership and cross-functional stakeholders.
• Cross-Functional Partnership: Collaborate with Product, Go-to-Market, Adoption, and Analytics teams to ensure alignment of strategic workstreams.

Minimum Requirements

• 6+ years in strategy consulting, with deep understanding of Professional Services or Customer Success organizations.
• Experience designing or managing governance models and building consensus among stakeholders with structured decision-making processes.
• Experience in strategic framework development and refining methodologies.
• Strong analytical and structured problem-solving skills; ability to break down ambiguous problems and produce rigorous, insight-driven recommendations.
• Excellent communication and presentation skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to manage multiple workstreams.
• Strong collaboration and interpersonal skills with experience working in cross-functional teams.

Preferred Requirements

• Familiarity with AI, automation, and agent technologies and their application in customer service or success.
• Experience in the SaaS or enterprise software industry.
• Advanced degree (e.g., MBA).

Salary and benefits information included in the posting is governed by company policy and location; details may vary by region.

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