Description
Department Overview
The Analytics Tools Team within Salesforce’s Customer Success organization helps customers unlock the full value of their Salesforce investments through data-driven insights. We build and manage three critical products that provide a comprehensive view of the customer experience: Customer Success Score, which delivers actionable recommendations to measure and improve success; Proactive Monitoring, which offers 24/7 automated alerts to detect and resolve issues early; and Attrition Risk Insights, an ML-powered solution that identifies churn risk and its root causes so teams can take timely, targeted action.
Role Overview
As the Director of Product Management for the Customer Success Data Platform, you will drive the core strategy and requirements for our Data Platform Modernization. Our modernized data platform will be the foundation of all CSG analytical tools, improving accuracy, error handling, backup, and automation features while improving the performance and scalability of the platform to enable near real-time data availability and improved signal management and governance.
In close partnership with the Data Solutions and Data Science teams, you will co-own the Data Platform roadmap, telemetry strategy, and data integrity. You will serve as the strategic bridge between our internal data providers and analytical product managers, translating complex data sourcing needs from Salesforce products and third-party systems into clear technical requirements. Together, you will build the foundation for advanced analytical products that transform raw data into actionable insights, empowering the organization to improve customer health and drive the long-term success of Salesforce.
Key Responsibilities
Data Platform Modernization Strategy: Lead the multi-year roadmap for the Data Platform, transitioning from legacy systems to a modernized architecture that scales across all CSG analytical products.
End-to-End Telemetry Leadership: Serve as the primary architect of the telemetry strategy, partnering with internal Salesforce product teams and third-party providers to identify and ingest high-value signals.
Strategic Bridge & Requirement Synthesis: Act as the critical link between data providers and analytical Product Managers (Proactive Monitoring, Attrition Risk, etc.) to ensure the architecture enables actionable outcomes.
Operational Excellence & Auditability: Define and enforce rigorous standards for data reliability, speed, and transparency, ensuring data is fully auditable and compliant.
Advanced Signal Governance: Establish a comprehensive governance framework for the instrumentation lifecycle and lead data reconciliation efforts to ensure "source of truth" integrity.
Growth & Integration Management: Partner with M&A and New Product Introduction (NPI) teams to proactively lead the integration of new data streams.
Minimum Requirements
Platform Product Leadership: 10+ years of Product Management experience, specifically building and scaling foundational data platforms or large-scale backend infrastructures.
Data Architecture & Telemetry Expertise: Deep technical understanding of data engineering lifecycles (ETL/ELT, telemetry ingestion, cloud data warehousing).
Strategic Governance & Compliance: Proven track record of establishing data governance frameworks, specifically within M&A or NPI contexts.
Analytical Product Lifecycle: Experience building data foundations that power ML-driven insights, predictive analytics, or health scores.
Executive Stakeholder Mastery: Exceptional ability to influence a matrixed organization and translate complex technical execution into business value.
Operational Rigor: Experience managing high-availability systems where performance and near real-time data availability are mission-critical.
Educational Background: Bachelor’s degree in Computer Science, Engineering, Data Science, or a related field; MBA or equivalent leadership experience preferred.
Preferred Qualifications
Experience with the Salesforce ecosystem (Core, Marketing Cloud, Data Cloud) and internal Salesforce data structures.
Familiarity with modern data stack technologies (e.g., Snowflake, BigQuery, Airflow, or Tableau).
Experience leading "Legacy-to-Cloud" migrations in a large enterprise environment.
Why Join the Salesforce Customer Success Group?
Join us at a pivotal moment where Customer Health is an executive-level priority and our analytical tools serve as the primary engine for global growth. As the Director of Product Management for our Data Platform, you aren’t just managing a backend system; you are architecting the intellectual foundation for how Salesforce drives success for its customers. Your work will define the single source of truth that measures every facet of the customer journey—from onboarding and implementation health to product adoption and long-term growth.