Director of Product Management (ustomer Success Score Adoption)

Role Overview

Lead the strategy for Salesforce’s Customer Success Score Adoption. You will measure and deliver actionable insights into product behaviors that drive business value for Salesforce customers, shaping how adoption signals are validated and translated into technical requirements.

Responsibilities

• Define how the Customer Success Score measures, surfaces, and provides actionable insights on product behaviors tied to customer business value.
• Serve as the strategic bridge between Adoption stakeholders and technical teams, translating customer success goals into clear technical requirements.
• Establish rigorous standards for adoption signal validation, ensuring usage data is reliable, auditable, and accurately reflects value realization.
• Guide the integration of new product introductions and acquisitions into the adoption scoring framework.

Requirements

• 10+ years product management experience, with focus on B2B SaaS, data analytics, or customer success platforms.
• Ability to operate in matrixed environments and translate executive vision into executable technical roadmaps (consultative mindset).
• Strong technical understanding of how product usage becomes data signals and how those signals support data-driven scoring models (including telemetry ingestion).
• Deep professional experience in the Salesforce ecosystem, with a track record helping enterprise customers drive adoption and value.
• Bachelor’s degree in Business, Engineering, Data Science, or related field.

Nice to Have

• Management consulting or professional services experience related to digital transformation or customer success strategy.
• Familiarity with modern data stack technologies and Salesforce internal data structures including Core, Marketing Cloud, and Data Cloud.
• MBA or equivalent leadership experience.