Description
We're looking for a strategic, execution-oriented Program Manager to own and scale the Help Agent Pipeline Expansion Program — an initiative that uses AI to systematically identify high-value Net New Annual Order Value (NNAOV) opportunities across Salesforce products. Including, but not limited to, issue identification, Prediction Model building, and the ability to pass opportunities to sales teams across Salesforce for action.
What You'll Do
Program Ownership & Operations
Own end-to-end delivery of the Help Agent Pipeline Expansion Program, from customer identification to pipeline handoff
Design, maintain, and continuously improve assessment frameworks, scoring rubrics, and evaluation criteria
Define and track key metrics (pipeline generated, assessments completed, conversion rates), proactively surfacing risks and opportunities
Build and maintain program documentation, playbooks, and enablement materials
Cross-Functional Partnership
Partner with Customer Success Insights and Business Intelligence teams to identify target customers based on health scores, engagement signals, and expansion potential
Collaborate with Product Marketing on messaging, positioning, and customer-facing materials
Work closely with sales teams to ensure smooth handoff of qualified opportunities
Build relationships with Data Science to leverage predictive models and customer segmentation
Evaluation Design & Execution
Develop cloud- and product-specific evaluation criteria across technical, organizational, and strategic dimensions
Maintain libraries of keywords, evaluation inputs (including LLM judge prompts), and scoring frameworks
Conduct periodic audits of assessment outputs to identify trends, gaps, and improvement opportunities
Stay current on Agentforce product updates and AI industry trends
Insights, Communication & Influence
Analyze assessment results and translate them into compelling reports and actionable recommendations for CSMs, AEs, and leadership
Deliver regular business reviews highlighting pipeline performance, strategic insights, and risk mitigation
Run program communications (newsletters, Slack posts, status reports) to drive internal adoption and alignment
Enable CSMs and AEs through training sessions, office hours, and best-practice sharing
Scalability & Automation
Identify opportunities to automate assessment processes, reporting, and pipeline tracking
Collect and prioritize feedback from CSMs and Sales to refine program design and evaluation tooling
Drive continuous improvement through documented learnings and experimentation with new methodologies
Who You Are
A strong program manager with experience driving cross-functional initiatives in a fast-paced environment
Analytically minded — comfortable working with data, predictive models, and AI-driven tooling
A clear communicator who can translate complex data into compelling narratives for executive audiences
Energized by ambiguity and excited to build scalable, repeatable programs from the ground up
Familiarity with Salesforce products a plus, Customer Success, or AI/Agentforce is a strong plus