Transformation & Strategic Programs, Senior Manager (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.

Job Category

Job Details

About Salesforce

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.

About the role
The Senior Program Manager plays a meaningful role leading both large-scale, cross-functional initiatives as well as new product launches within our Customer Success organization. PMs are responsible for programs from beginning to end, ensuring cross team collaboration, flawless execution and effective communication. They work closely with executives, strategy leaders, technology partners and many more to drive critical programs and activities across the company. PMs do this by understanding the business strategy, the customer experience necessary to realize the strategy, and the impact of the technology and process changes to our people. 

Responsibilities

• Drives the strategic development of large scale, cross organizational programs

• Understands and contributes to the overarching business strategy; bridges the gap between cross functional teams to realize the program vision

• Builds cross functional relationships and proactively drives alignment across a diverse set of stakeholder groups

• Partners with Experience teams to influence technology and process building that align to Customer Success strategies

• Collaborate with Product Architects, Support Engineers and Success Managers to design Delivery models that best suit the customer experience

• Ability to adapt communication style and content to necessary audiences ranging from executive leadership to cross functional working groups

• Develops program approach and leads the charge to successful delivery

• Drives program plan and all related launch activities tied to the Product, Offer and/or Experience launch through our formal stage gate process

• Partner with Business Technology and other shared services teams to appropriately staff, prioritize and capacity plan across all programs through the use of agile methodologies

• Lead weekly and/or daily team calls to drive program alignment as well as monthly Steerco calls to gain executive buy-in

• Successfully bridges the gap between strategy, capacity, content, technology, engineering, support delivery & global enablement

• Anticipates problems, identifies mitigation plans and escalates gaps with leaders

• Fosters cross team collaboration and, as needed, leads the team through fearless decision making

• Develops and governs PMO best practices across the organization

• Define, implement and continuously improve the program launch process to increase efficiency, reduce risk and improve quality 

• Serve as product owner to sprint planning processes for shared services teams

• Train and enable cross functional teams on program management disciplines 

Skills & Requirements

• 10+ years of Program Management and/or Product Launch experience in a highly matrixed environment

• Outstanding organizational, communication (verbal/presentation/written), and interpersonal skills

• Strong understanding of Salesforce products, in how they connect to offer a comprehensive solution to our prospects and customers

• Proven experience working with global teams across multiple cultures, time zones, departments and functions

• Ability to establish credibility and rapport with senior executives, technical and non-technical team members alike

• Flexibility in shifting direction quickly when priorities change; excellent multi-tasking skills

• Demonstrate strong problem solving skills, process-driven mindset, and resourcefulness

• Analytical thinker that is willing to make decisions cross functionally in a fast paced, dynamic environment

• Self starter; willing to dig in and get the job done with minimal guidance

• Ideal: Scrum master certification (CSM), PMI or PrMI certification

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.