CSG Product Management Director - Agentic Customer Success

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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.

The Customer Success (CS) Success Plan product management organization is responsible for managing Salesforce's Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans) with which we enable our customers to realize value from their Salesforce technology investments. We work backward from the customer to address their needs across all customer segments (Small Business, Commercial, and Enterprise) and across all Salesforce products.

The team is the "voice of the customer and market" to the rest of the CS organization and we work across all functions within CS and the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio.

The Salesforce Success Plans proactively sets up customers to be successful by ensuring that customers have the right skills, information, insights, and access to expertise. We are seeking an experienced Product Manager to join our Customer Success product management team to help us ensure we can deliver success to our customers on Salesforce's latest and greatest product innovations.

We are seeking a strategic product leader to define and execute the roadmap for Agentic AI (Agentforce) within our Salesforce Success Plans.

In this role, you will act as the vital bridge between Product Management and our Digital Customer Success teams. You will leverage your expertise in Generative/Agentic AI and customer success to identify high-impact use cases, define product requirements, and partner with engineering and data teams to launch new AI-driven capabilities.

Your core mission is to scale world-class, personalized customer success. Key responsibilities include owning the product roadmap, ensuring seamless agent-to-human handoffs, and driving continuous innovation to deliver tangible business outcomes for our customers.

The ideal candidate has a deep understanding of Generative and Agentic AI, the Salesforce platform, customer success, and the specific requirements of the Success Plans. You will also be relied upon to inform and heavily influence how value is delivered to customers.

You will have the opportunity to work on some of the most complex and rewarding problems for our offers and business and be relied upon to inform and heavily influence how we deliver value to our Customers.

• Own the end-to-end product strategy and roadmap for Agentic AI (Agentforce) within Customer Success, from initial concept and business case development to launch and continuous lifecycle enhancement.
• Secure senior leadership alignment by developing and presenting compelling business cases for new offers, supported by robust financial modeling and clear GTM (Go-to-Market) objectives.
• Define and own the key business outcomes for Agentic Customer Success, with a focus on driving growth, adoption, and measurable ROI for both customers and Salesforce.
• Lead continuous customer and stakeholder research to deeply understand user needs, analyze feedback, and identify and prioritize critical, high-value use cases for Agentic AI.
• Act as the subject matter expert on the competitive landscape, emerging AI trends, and internal Salesforce innovations, using this knowledge to drive product differentiation and innovation.
• Translate the strategic vision into detailed product requirements, ensuring all new AI-driven capabilities are deeply personalized, intuitive, and deliver tangible business outcomes.
• Serve as the vital cross-functional leader, aligning Success Plans Product Management, Digital Customer Success, Data, Engineering & Technology (DET), and other CS organizations to flawlessly execute the strategy.
• Obsess over the end-to-end user experience, taking full ownership of critical journey points (such as the agent-to-human handoff) to guarantee a smooth, frictionless, and high-quality interaction.

• Deep Salesforce Knowledge:
  You have a strong working knowledge of Salesforce products and a keen understanding of how enterprise software companies go to market.
• Generative and Agentic AI:
  Proven expertise in applying Generative and Agentic AI to design and build autonomous…