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 CategoryProductJob DetailsAbout SalesforceSalesforce 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 were looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforces 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.Salesforce Service Cloud (Agentforce Service) is the worlds number one, $9.5B customer service application, leading the market transformation with Agentic AI. It supports all channels (web, chat, messaging, voice, email) and provides AI Agents for first-line response, seamless escalation to human agents, omni-channel routing, and a command center for analytics.The Core Service Product Management team focuses on Self Service, Human Assisted Service, Knowledge, and Service Analytics, with a mandate to infuse all capabilities with Agentic AI.<h2></h2><h2>Role Overview</h2>This Senior Director role is a high-impact position focused on driving new logo acquisition and revenue growth within the Small and Midsize Business (SMB) segment. You will report to the SVP of Product for Core Service.<h2></h2><h2>Key Responsibilities</h2><ul><li>Own the growth of Service Cloud in the SMB segment.</li><li>Define the product vision for a delightful and easy-to-use customer experience from onboarding to ongoing use.</li><li>Drive customer acquisition via <a href="http://Salesforce.com" target="_blank">Salesforce.com</a> and Slack, and implement innovative freemium offerings, including Agentic service.</li><li>Lead the delivery of Service Cloud via Slack to create a new conversational interface for service delivery.</li><li>Act as the product vision expert and domain thought leader, ensuring alignment across all stakeholders.</li><li>Be the voice of the customer; build impactful relationships and translate market needs into requirements and specifications.</li><li>Drive the entire feature delivery lifecycle: research, specs, design, engineering partnership, and GTM collaboration.</li><li>Collaborate across teams (Engineering, PMM, Sales) to drive key business outcomes and align the organization.</li><li>Communicate clearly and efficiently, owning release coordination and representing Salesforce as a product expert externally.</li><li>Lead and mentor a high-performing team of PMs while fostering a culture of excellence, innovation, and cross-cloud collaboration.</li></ul><h2></h2><h2>Required Qualifications</h2><ul><li>15+ years total experience, with 10+ years in B2B SaaS Product Management.</li><li>3+ years at a Director+ level managing product teams.</li><li>Demonstrated experience driving growth and competitive success in SMB markets with B2B offerings.</li><li>Proven strengths in both user experience (UX) and Go-to-Market (GTM) strategies for SMB.</li><li>Experience delivering Agentic AI-powered experiences in software products.</li><li>Strong ability to translate business requirements and market needs into a successful product strategy.</li><li>Strong collaboration and team-building capabilities across global and virtual teams</li><li>Exceptional organizational, written, and oral communication skills.</li><li>Comfort engaging in high-level business discussions with internal and external executives.</li><li>Bachelors degree (technical disciplines preferred).</li></ul><h2></h2><h2>Preferred Qualifications</h2><ul><li>CRM or Salesforce experience is a strong plus.</li><li>Experience with customer service software products.</li><li>Familiarity with software architecture and object-oriented design.</li><li>Self-learning in Generative AI with demonstrable capabilities.</li></ul>Unleash Your PotentialWhen 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.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this <a href="https://careers.mail.salesforce.com/accommodations-request-form" target="_blank">Accommodations Request Form</a>.Posting StatementSalesforce 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. <a target="_blank" href="https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal">Know your rights: workplace discrimination is illegal.</a> 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.In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.<h3></h3><h3></h3><h3></h3><h3></h3><h3></h3><h3></h3>For California-based roles, the base salary hiring range for this position is $251,900 to $384,100.<h3></h3><h3></h3>