Director, CSG Product Management

Role Overview

We’re seeking a Director of Strategy & Planning to lead transformative, high-impact, cross-functional strategic initiatives across the Customer Success organization. This role will shape our future-state model, drive accountability against our most critical bets and serve as a strategic advisor to our executive leadership. Your work will help evolve how Salesforce shows up for customers in an AI-first world.

Key Responsibilities

• Own and drive a portfolio of high-impact strategy projects related to the broader Customer Success business. Translate open-ended questions into structured approaches, develop strategic points of view, conduct quantitative and qualitative analysis and drive alignment on recommendations through compelling deliverables and stakeholder engagement.
• Develop and present clear, insightful and executive-ready presentations and written documents that articulate strategic direction, analytical findings, market research and progress against strategic initiatives.
• Shape and articulate the future state of the Customer Success business within Salesforce. Offer an informed, forward-looking perspective on industry trends, competitive dynamics and innovation opportunities across the Customer Success ecosystem.
• Conduct deep-dive business analysis to uncover insights, evaluate tradeoffs and inform strategic decisions. Translate data into meaningful narratives that drive action across the organization.
• Translate long-term strategic objectives into actionable priorities, investment decisions and operating plans. Partner with senior leaders to define and operationalize initiatives that drive customer outcomes and business growth.
• Collaborate closely with Offer Management, Product, Sales and Field organizations to ensure cross-functional alignment and enable decision-making.
• Contribute to the development of multi-year strategic plans, ensuring alignment with company-wide priorities, customer expectations and evolving market dynamics.

Qualifications & Experience

• 8 years in management consulting, corporate strategy, corporate planning or business transformation at a high-growth technology company.
• Deep understanding of Customer Success operating models, professional services, digital engagement or SaaS GTM strategies.
• Proven ability to lead complex, cross-functional strategic initiatives that deliver measurable impact.
• Exceptional analytical and structured problem-solving skills; highly fluent in frameworks, operating models and financial drivers.
• Outstanding written and verbal communication skills, including executive-level presentation development.
• High comfort with ambiguity and change; ability to influence without authority and drive alignment across matrixed teams.