Senior Manager, Success Plans Portfolio Strategy

Role Overview

The Customer Success (CS) Success Plan product management organization is at the forefront of empowering our customers to achieve maximum value from their Salesforce technology investments. We own and drive the strategy and roadmap for Salesforce’s Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans), ensuring our offerings meet the diverse needs of customers across all segments and Salesforce products.

We act as the voice of the customer and market within the CS organization, collaborating closely with all CS functions and the Salesforce product organizations to continuously innovate and enhance the value and experience delivered through our Success Plans. Our ultimate goal is to enable our customers to adopt our products, allowing them to reach their business goals.

We are seeking a sharp, intellectually curious Senior Manager to join our Success Plans Portfolio Strategy team. In this role, you will drive the strategic engines that power our portfolio decisions that inform how we evolve our Success Plans in a rapidly changing technology landscape. You will be a key thought partner to the broader Success Plan and Adoption leadership team, translating ambiguous problem statements into crisp, well‑reasoned strategic recommendations.

This role is ideal for someone who thrives at the intersection of big‑picture thinking and rigorous analysis — someone who can zoom out to identify emerging trends and zoom in to build the frameworks and narratives that drive executive alignment. You’ll partner closely with cross‑functional teams across Product, Go‑to‑Market, Adoption and Analytics.

• Strategic Framework Development: Build and refine frameworks, models, and methodologies used to evaluate portfolio evolution opportunities and offer differentiation.
• Governance Model Design: Establish and lead a robust portfolio governance model to oversee the lifecycle of Success Plan offers and the broader product adoption team, defining decision‑making frameworks, clear roles and responsibilities (RACI), and driving governance forums and approval workflows for offer enhancements or new launches.
• Strategic Analysis & Recommendations: Conduct deep‑drop analyses on key strategic questions facing the Success Plans portfolio and synthesize findings into clear, executive‑ready recommendations with well‑supported points of view.
• GTM Strategy Support: Contribute to the development of go‑to‑market strategy for Success Plans, with a particular focus on positioning in an AI‑ and agent‑driven future.
• Thought Leadership: Proactively identify emerging trends, risks, and white‑space opportunities at the intersection of AI, automation and Customer Success, and help shape the team’s external and internal point of view.
• Competitive Analysis & Market Research: Support comprehensive competitive analysis and market research efforts focused on the use of agents and related technologies in delivering Customer Success across the industry, identifying key trends, opportunities, and potential threats.
• Executive Communication: Develop compelling presentations and strategic narratives for senior leadership and cross‑functional stakeholders, turning complex analysis into clear, persuasive storytelling.
• Cross‑Functional Partnership: Collaborate with Product, Go‑to‑Market, Adoption Teams and Analytics teams to ensure strategic work streams are aligned and integrated into portfolio decisions.

• 6+ years in strategy consulting, with deep understanding of Professional Services or Customer Success organizations.
• Proven experience designing or managing business governance models, including the ability to build consensus among diverse stakeholder groups and implement structured decision‑making processes.
• Experience in strategic framework development, with a proven track record of building and refining methodologies.
• Strong analytical and structured problem‑solving skills – able to break down ambiguous problems and build rigorous, insight‑driven recommendations.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• De…