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
Customer Success
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.
The Manager, Success Guides is a strategic and people-first leader responsible for hiring, developing, and empowering a team of Industry and Revenue Cloud Success Guides. This team delivers Expert Coaching and Proactive Customer Engagements virtually, driving measurable adoption and customer value at scale.
In this role, you will set the standard for delivery excellence, ensuring consistent best practices and influencing the global engagement strategy. Your top priorities will be enabling the success of the Success Guide team, achieving outstanding customer outcomes, and maximizing adoption and retention across our customer base.
Responsibilities
- Lead all aspects of day-to-day team management, including hiring, onboarding, training, and career development.
- Coach Success Guides to deliver high-quality Expert Coaching and Proactive Customer Engagements that inspire adoption and business impact.
- Track and communicate key performance metrics (CSAT, Completion %, TTR, Throughput, Reach %, etc.) to drive accountability, operational excellence, and continuous improvement.
- Build trusted partnerships across Support, Product, Onboarding, Architects, Instructors, CSMs, and REDs to reduce engagement friction and ensure customers connect with the right expertise at the right time.
- Present to and manage key stakeholders up and including the EVP level and beyond
- Collaborate with peer Success Guide Managers and cross-functional leaders to align execution with business objectives and scale best practices globally.
- Recognize trends and gaps in delivery readiness; lead enablement efforts to ensure the team is confident and effective with evolving products
- Identify and pilot innovative approaches, processes, and resources that increase reach and adoption while improving customer experience.
- Foster a culture of trust, inclusivity, and growth by embodying Salesforce’s values and creating a safe environment for open feedback, collaboration, and talent development.
- Set a team precedent by actively using AI tools to inspire an AI-driven workforce, driving productivity and efficiency.
Experience and Desired Skills
- BA/BS Degree (or equivalent experience).
- 3+ years of people management experience with a proven track record in coaching, mentoring, and career development.
- Strong background in Customer Success strategy, role definition, and execution.
- Experience engaging with senior executives, with the ability to translate technical solutions into business outcomes.
- Analytical and data-driven, with the ability to manage metrics, productivity, and outcomes using the Salesforce platform, and translate this into applicable business insights
- Exceptional communication skills: strong written, verbal, and presentation abilities.
- Highly organized and self-directed, able to prioritize, multitask, and deliver results under pressure.
- Familiarity with the Salesforce ecosystem; knowledge of Salesforce Industry or Revenue Cloud a plus
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.