Senior Manager, Technical Health - CSG Product

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Job Category

• Customer Success

About Salesforce

At Salesforce, we are transforming the way businesses operate through AI‑driven solutions. As the leading AI CRM, we bring together ambition and action, technology and trust, to foster innovation at every level. We seek Trailblazers passionate about leveraging AI to enhance business and societal outcomes, while embodying Salesforce's core values.

Are you ready to advance your career at a pioneering company? Join us to be a part of Agentforce—the future of AI—and help shape the next era of Salesforce.

Department Overview

Customer success is at the heart of Salesforce. Our Success Plans ensure that customers achieve maximum value and maintain a secure, stable environment. The Customer Success Group (CSG) product management team focuses on understanding customer needs across all business segments to tackle complex technical challenges effectively.

Position Overview

As the Senior Manager, Technical Health - CSG Product, you will drive the strategic direction for ensuring the performance, security, and technical health of our Standard and Premier Success Plan customers. Given the customizable nature of Salesforce, complex configurations can occasionally lead to challenges, including performance issues and security vulnerabilities. Your role will involve defining customer security and health requirements, along with developing features that enable proactive risk identification and performance optimization.

Key Responsibilities

• Strategic Vision: Develop and uphold a comprehensive Technical Health and Security strategy tailored for Standard and Premier Success Plan customers.
• Product Roadmap: Create and maintain a multi‑year roadmap aligning technical health with evolving security standards.
• Platform Optimization: Take ownership of technical health aspects, focusing on enhancing performance, minimizing disruptions, and addressing high‑severity security risks.
• Cross‑Functional Collaboration: Collaborate with Success Plan Technical Health and Customer Success Score teams to leverage existing capabilities and innovate solutions for emerging challenges.
• Expert Guidance: Partner with digital success and delivery teams to establish digital‑first programs that equip customers with best practices for a secure, optimized Salesforce experience.
• GTM Execution: Work alongside sales and marketing teams to successfully market health‑focused products, highlighting the importance of a secure, effectively maintained environment.
• Continuous Improvement: Assess the impact of product features on reducing technical debt and enhancing customer security postures.

Qualifications

• Experience: Over 5 years of product management experience in SaaS or Cloud settings, with a strong background in developing customer success roadmaps and plans.
• Collaboration: Proven ability to work cross‑functionally to align on technical proposals and address business needs.
• Analytical Rigor: Strong attention to detail, with an emphasis on thorough documentation of processes and outcomes to enhance organizational understanding.
• Communication: Exceptional presentation skills, able to convey technical health and security information into actionable insights for executive stakeholders.
• Leadership: Effective networking and influencing abilities championing a