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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 Success Guide team help customers realize value from Salesforce products by delivering timely, high-quality 1:1 guidance and best practices. This role focuses on supporting customer adoption through Success Requests and Expert Coaching Sessions while building strong product expertise and consultative skills. Success Guides work closely with customers and internal partners to answer technical questions, unblock adoption challenges, and help customers move forward with confidence. This role is ideal for someone who enjoys problem-solving, learning deeply, and growing into a trusted customer advisor. Success Guides operate within defined engagement models and Global Guide Standard Operating Procedures (SOPs), with support from Senior and Principal Guides as they build expertise, confidence, and impact.
Overview of the Role
- Customer Enablement: Help customers understand and adopt Salesforce products through clear, actionable guidance
- 1:1 Engagement Delivery: Deliver Success Requests and Expert Coaching Sessions with consistency and quality
- Product Growth: Develop strong foundational expertise in assigned products and continuously expand knowledge
- Customer Experience: Contribute to positive customer outcomes, satisfaction, and confidence in using Salesforce
- Operational Excellence: Execute work reliably and efficiently in alignment with Global Guide SOPs
- Collaboration: Partner effectively with Success Managers, Support, and peers to deliver cohesive customer experiences
- Continuous Learning: Actively participate in enablement, Trailhead, and on-the-job learning opportunities
Responsibilities
- Deliver 1:1 Expert Coaching Sessions and respond to Success Requests under defined engagement models
- Provide practical best practices and technical guidance across core product capabilities
- Assist customers with configuration questions, troubleshooting, and adoption blockers
- Support adoption and value realization for customers across assigned segments
- Escalate complex scenarios appropriately and collaborate with senior team members
- Maintain accurate case notes, documentation, and follow-ups in internal systems
- Participate in team enablement, shadowing, and certification efforts
- Stay current on Salesforce releases and product updates
- Complete all required company and role-based ACT courses on schedule
Required Qualifications
- 2+ years of relevant experience in customer success, technical support, consulting, or a technical customer-facing role
- Foundational experience with Salesforce or related enterprise software
- Strong problem-solving mindset and desire to learn complex products
- Customer-first, consultative communication style
- Ability to explain technical concepts clearly to non-technical audiences
- Strong written and verbal communication skills
- Ability to manage multiple requests, prioritize effectively, and meet commitments
- Fluency in French or German is mandatory for this position
Preferred Qualifications
- Experience with the Salesforce Core Platform or Business Intelligence tools, analytics, reporting solutions.
- Salesforce certifications (or active pursuit of a certification)
- Experience supporting customers in a SaaS environment
- Exposure to data modelling, reporting, or dashboarding concepts
- French or German Speaking
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.
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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.