Senior Manager, Software Engineering

Salesforce

. Define and drive the support portal strategy and roadmap in alignment with business and customer success goals .

Posted 4/23/2026full-timeIndianapolis • Massachusetts, Virginia • 🇺🇸 United StatesSenior💰 $172,500 - $260,100 per yearWebsite

Tech Stack

Tools & technologies

CloudHeroku

About the role

Key responsibilities & impact

Define and drive the support portal strategy and roadmap in alignment with business and customer success goals
Lead, mentor, and grow a team of portal engineers
Partner closely with Product, Customer Support, Success, and Security to deliver a seamless FedRAMP compliant customer success experience
Own portal KPIs — case deflection rates, time-to-resolution, self-service adoption, customer satisfaction (CSAT/NPS), and uptime
Oversee portal architecture decisions, platform upgrades, and integrations with ticketing and CRM systems (e.g., Salesforce Service Cloud)
Establish and enforce best practices for security, accessibility (WCAG 2.1), and data privacy (GDPR, CCPA)
Manage vendor relationships and contract negotiations for support portal tooling and services
Implement solutions that would drive customer adoption of self-service support
Collaborate with the Knowledge Management team to ensure content is accurate, searchable, and up to date
Present portal performance and strategic initiatives to executive stakeholders
Manage team budget, headcount planning, performance management and resource allocation

Requirements

What you’ll need

8+ years of experience in digital support, customer experience, or support portal product management
4+ years of people management experience leading technical and/or cross-functional teams
Deep understanding of customer support portal platforms (e.g., Salesforce Experience Cloud, Service Cloud, Zendesk)
Strong grasp of case management, knowledge base management, and self-service support strategies
Experience owning product roadmaps and working in Agile/Scrum environments
Proven track record of automating and improving support metrics solutions — case deflection, CSAT, first contact resolution (FCR), and time-to-resolution
Good project management skills with ability to juggle multiple projects/tasks across various user groups.
Basic understanding of Salesforce technologies.
Must be a self-starter, willing to learn new technologies (Mulesoft, Heroku) and a Salesforce trailblazer who thrives on working in a fast-paced environment.
Knowledge of Data Privacy, FedRAMP / CMMC or similar regulations, highly desirable.
Understanding of customer analytics tools (e.g., Google Analytics, Amplitude)

Benefits

Comp & perks

Time off programs
Medical, dental, vision, mental health support
Paid parental leave
Life and disability insurance
401(k)
Employee stock purchasing program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer support portal managementcase managementknowledge base managementself-service support strategiesAgileScrumautomation of support metricsdata privacyFedRAMPCMMC

Soft Skills

leadershipmentoringcollaborationproject managementcommunicationstrategic thinkingproblem-solvingbudget managementresource allocationself-starter