Senior Manager Software Engineering, DET Public Sector

Overview

Salesforce Digital Enterprise Technology (DET) is looking for a strategic and result-driven Senior Manager to lead the vision, development, and ongoing success of our externally facing Customer Success portal for the Public Sector. You'll own the product roadmap, lead a cross‑functional team of engineers and designers, and serve as the primary advocate for delivering exceptional self‑service support experiences to our customers.

To be successful at this position you must be a people‑first leader who mentors and grows their team, communicates with clarity and confidence to executive stakeholders, blends strategic vision with hands‑on execution, and builds strong partnerships across Architecture, Product, Support, and business stakeholders. You lead with data, owning key metrics such as case deflection, CSAT, and time‑to‑resolution.

Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Citizenship will be verified through two of the following reality‑based documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV.

• Define and drive the support portal strategy and roadmap in alignment with business and customer success goals
• Lead, mentor, and grow a team of portal engineers
• Partner closely with Product, Customer Support, Success, and Security to deliver a seamless FedRAMP compliant customer success experience
• Own portal KPIs – case deflection rates, time‑to‑resolution, self‑service adoption, customer satisfaction (CSAT/NPS), and uptime
• Oversee portal architecture decisions, platform upgrades, and integrations with ticketing and CRM systems (e.g., Salesforce Service Cloud)
• Establish and enforce best practices for security, accessibility (WCAG 2.1), and data privacy (GDPR, CCPA)
• Manage vendor relationships and contract negotiations for support portal tooling and services
• Implement solutions that would drive customer adoption of self‑service support
• Collaborate with the Knowledge Management team to ensure content is accurate, searchable, and up to date
• Present portal performance and strategic initiatives to executive stakeholders
• Manage team budget, headcount planning, performance management and resource allocation

• 8+ years of experience in digital support, customer experience, or support portal product management
• 4+ years of people management experience leading technical and/or cross‑functional teams
• Deep understanding of customer support portal platforms (e.g., Salesforce Experience Cloud, Service Cloud, Zendesk)
• Strong grasp of case management, knowledge base management, and self‑service support strategies
• Experience owning product roadmaps and working in Agile/Scrum environments
• Proven track record of automating and improving support metrics solutions – case deflection, CSAT, first contact resolution (FCR), and time‑to‑resolution
• Proven ability to manage overall business initiative or several components of a large, complex project with direct experience in Agile and Scrum
• Ability to engage with self awareness to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome
• Good project management skills with ability to juggle multiple projects/tasks across various user groups
• Basic understanding of Salesforce technologies
• Must be a self‑starter, willing to learn new technologies (Mulesoft, Heroku) and a Salesforce trailblazer who thrives on working in a fast‑paced environment
• Strong team player with service‑oriented attitude and customer focus
• Knowledge of Data Privacy, FedRAMP / CMMC or similar regulations, highly desirable
• Understanding of customer analytics tools (e.g., Google Analytics, Amplitude)

• Background in SaaS, B2B, or enterprise customer support operations
• Experience scaling a support portal across a growing or enterprise customer base
• Familiarity with support analytics and knowledge tools (e.g., Coveo, Salesforce Knowledge, Zendesk…